Job Summary
Manages a service delivery team responsible for implementation of pre-sale and post-sale enrollment/service activities; responsible for overall health of the assigned broker block of business and ensures enrollment and service solutions are put in place to meet the customers' needs; participates in the development of long and short-range strategic plans and priorities for assigned brokers and ensures goals and objectives related to the strategic plans are met
Principal Duties & Responsibilities
- Manages the day to day functions of the assigned service delivery team; participates in the development of long and short-range strategic plans and priorities for assigned brokers and ensures goals and objectives related to the strategic plans are met; responsible for overall health of the assigned broker block of business and oversees assigned broker’s benefits teams; collaborates with assigned service delivery team to support the management of assigned broker’s cases to foster productive working relationships
- Provides oversight of implementation of pre-sale and post-sale enrollment /service activities such as customized proposals for delivery to broker, serve as a liaison in a consultative capacity requiring higher technical and industry experience, makes recommendations to ensure enrollment and service solutions are put in place to meet the Broker needs; oversees coordination of implementation of technology with internal and external customers to facilitate data exchange
- Maintains a relationship with Aflac’s highest producing firms, offers a superior experience for enrollment system setup, billing and reporting solutions, timelines, ongoing administrative setup/support for most complex cases; monitors ongoing activities; develops and maintains written records and materials regarding administrative support of the account
- Provides dedicated support for assigned accounts with accurate, timely and transparent delivery of account level stewardship reporting, decision-support tools, and enrollment solutions after the case is sold; proactively provides insight regarding broker/account renewal opportunities as they become available to build and fill gaps within the book of business; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; provides consultative commission support, implements strategies and leverages Aflac services for new and existing clients; ensures requirements for initial account set-up and re-enrollment activities are met for assigned accounts with business units
- Partners with the internal business units to quickly resolve any client question or issue, whether relating to technology, account enrollment, claims, etc.; acts as a liaison requiring expertise at a higher technical and administrative level; handles complicated or unique service issues and ensures that the results meet the business need
- Stays abreast of industry/broker service best practices through competitive intelligence, and industry periodicals; industry seminars, broker focus groups, drives the overall customer/broker experience for accounts serviced; proactively identifies new service requirements in response to account/broker administration issues; maintains contact with broker’s to ensure quality service, facilitating surveys if needed; provides insight to help shape the account’s service needs as they evolve
- Travels to accounts as determined by the broker/account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)
- Performs other duties as required
Education & Experience Required
- Bachelor’s Degree in a related field
- 6-8 years job related experience
- 4 years in a management or supervisory role
- 4 years insurance industry experience (internal and/or external)
Or an equivalent combination of education and experience
Education & Experience Preferred
- Experience in a service-related area such as claims, client services, sales support, coordinating activities associated with the processing of group enrollments
Job Knowledge & Skills
- Proficient in broker and industry practices as pertains to product, enrollment techniques, and service needs of the client
- Understanding of Aflac/Aflac Group’s products and services, affiliated systems and applicable operational policies and procedures
- Knowledgeable in processes related to acquisition, implementation, service and billing of accounts
- Strong project management, leadership, problem solving and practice development skills
- Strong personal computer skills with experience in Windows-based software
- Excellent negotiation, presentation, public speaking, written & verbal communication skills
Competencies
- Acting with Integrity
- Communicating Effectively
- Pursuing Self-Development
- Serving Customers
- Supporting Change
- Supporting Organizational Goals
- Working with Diverse Populations
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