• Proficiency and experience using Microsoft Office suite software with intermediate level proficiency using MS Excel and Word

• 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 an systems such as Word, Excel, and Business Intelligence

• 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

• Excellent comprehension, writing, and grammar skills and strong research, mathematical, and reasoning abilities

• Skill in selecting and using training/instructional methods and procedures when learning new policies, procedures, concepts or products

• Skill in managing one’s own time and the time of others and actively looking for ways to help people

Education & Experience Required

• High School Diploma or Equivalent
• 3 years of work-related experience

Or an equivalent combination of education and experience

Principal Duties & Responsibilities

• Under general supervision performs policy maintenance changes, handles processing situations/inquiries, and obtains additional policy information; reviews and handles service requirements from invoices, service billing, and lapsed payment associated with complex accounts; calls or sends letters to request additional information or confirm action; researches customer correspondence, account invoices, and payment history issues; determines the disposition of funds not paid as billed or allocated with appropriate suspense account; produce service sheets to provide to payroll account and/or associates; handles IRIS files; complete specialized forms specific to assigned accounts; process changes on information received from change files

• Reconciles and services account payments from core accounts; analyzes account information; identifies discrepancies or account variances and takes the necessary steps to resolve or refer issues to the appropriate team member or department for resolution; maintains account information databases; ensures that account activity, such as information changes, premiums, approvals, correspondence, account reconciliation, etc., is recorded accurately and promptly; processes manual service fees at required times during the month for specific accounts; works invalid reports; processes mass changes through macros

• Resolves escalated requests from the call center that include payment history requests, reactivations, corrections to incorrectly processed payments and transfer requests; reinstates policies and if unable to resolve the reinstatement, communicates with the customer to resolve underlying issues

• Communicates with payroll accounts, policyholders, associates or coordinators and various departments to obtain additional information or confirm changes; represents the department as subject matter expert; participates in regularly scheduled conference calls to discuss outstanding work items and plan steps to move forward; communicate on a regular basis with Claims, New Business, and Client Management team members

• Performs other duties as required

Total Rewards

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to Aflac at the time of the posting. Compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. The salary range for this position is $31,200 to $68,000.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state mandated sick leave (Washington employees accrue 1 hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to sick and safe leave, and adoption and parental leave, in all states and localities.