Client Success Manager

Aflac

Location: South Carolina

Job Type: Full time

Posted


Job Summary

The Client Success Manager executes basic, routine servicing of the account. CSMs are internal operations individuals that support operations for Account Executives.

Principal Duties & Responsibilities

  • Provides on-going client support for servicing needs; facilitates resolution to ongoing service issues; works with internal and external parties to ensure that the client’s service objectives and needs are being met; proactively conducts account level audits to identify potential risks and trends related to the client

  • Serves as the point of contact for Account Executives for account problem resolution

  • Supports Account Management activities, and interfaces with AEs to coordinate the client experience

  • Executes on necessary tasks to address client servicing needs

  • Routes premium audits and New Business audits to those departments for expediting

  • Identifies trends related to accounts / market (e.g., cancellations) and performs account analytics

  • Analyzes and completes reports related to payroll account activity to identify trends and document process improvements; maintains a record of service efforts and results; implements the appropriate activity to resolve service and administration concerns

  • Performs other related duties as required

Education & Experience Required

  • Bachelor’s Degree in related field
  • 4 years of job-related work experience in the insurance and/or financial industry

Or an equivalent combination of education and experience

Education & Experience Preferred

  • 3 - 4 years of job-related work experience acquiring and retaining accounts/customers
  • Experience with billing services

Job Knowledge & Skills

  • Strong presentation, negotiation, and customer service skills

  • Knowledge of personal computers and proficiency with prevalent software programs to perform analysis and organization of data in an informative and accurate format

  • Knowledge of payroll account management (preferred)

  • Excellent interpersonal, communication, customer service, and telephone customer service skills to effectively interact with Aflac’s clients

  • Good written and oral communication skills with the ability to give various types of presentations and motivate others to perform

Competencies

  • Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
  • Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
  • Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
  • Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
  • Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
  • Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
  • Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds
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