Job Summary
Enters information into Aflac systems and verifies accuracy; performs preliminary research and basic interpretation of account information; identifies and researches discrepancies to determine the correct information and takes appropriate action to correct any incorrect data; collaborates with internal department representatives to resolve any file issues and/or obstacles
Principal Duties & Responsibilities
- Under general supervision performs routine duties and tasks; follows established procedures or instructions to resolve routine questions and problems, or relies on experience and judgment to resolve non-routine issues, assigned tasks, and goals; partners with the lead/supervisor on deviations from set procedures; tasks assigned are more intermediate and decisions made are based on training and precedence
- Establishes and/or maintains the business files for accounts; reviews accounts to ensure that the required information is received and accurate; confirms that the information meets established business criteria
- Processes changes including, but not limited to, address changes, name changes, administrator/POC changes, and single line transactions
- Enters information into Aflac systems and verifies accuracy; submits information to other internal departments if further action is required; identifies and researches discrepancies to determine the correct information and takes appropriate action to correct any incorrect data; collaborate with internal department representatives to resolve any file issues and/or obstacles; escalates issues as necessary; records production on internal logs
- Reviews account information; identifies discrepancies or account variances and takes the necessary steps to resolve, or refers issues to the appropriate team member or department for resolution; enters data into established systems from various sources; reviews personal history information provided on applications or documents and takes appropriate action
- Communicates using pre-formatted documents, with internal and external customers, such as field force, insurance departments, agency administrators, internal departments, etc., obtaining, clarifying, or giving information about business services, procedures, and policies or the resolution of operating problems
- Performs other duties as required
Education & Experience Required
- High School Diploma or Equivalent
- 2 years of job-related experience
Or an equivalent combination of education and experience
Job Knowledge & Skills
- Experience and proficiency with Microsoft Word systems
- Knowledge of principles and processes for providing customer and personal services; this includes needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Knowledge of administrative and clerical procedures in systems such as word processing, managing files and records, and other office procedures and terminology
- Skill in giving full attention to what other people are saying; taking time to understand the points being made; asking questions as appropriate
- Skill in understanding the implications of new information for both current and future problem solving and decision-making
- Skill in using mathematics to solve problems
- For positions requiring the use of bilingual skills: Fluency in Spanish with the ability to translate documents
Competencies
- Acting with Integrity
- Communicating Effectively
- Pursuing Self-Development
- Serving Customers
- Supporting Change
- Supporting Organizational Goals
- Working with Diverse Populations
