Customer Service Lead

• Strong personal computer skills with experience in Windows-based software;

• Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word

• Broad knowledge of Aflac products/services and systems is preferred

• Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements

• Moderate knowledge of Group Long Term Disability, Premium Waiver and Life

• Detail Oriented; Ability to complete project work independently and efficiently

• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact

• Demonstrated practical understanding of how processes and systems in own area of work relate to the management of risk and compliance

• Demonstrated commitment to corporate and service values

• Takes action to improve performance on the job and to manage own personal development

• Experience in providing feedback and coaching in a professional setting

• Experience de-escalating customers and coaching others to handle escalated callers

• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

Education & Experience Required

• High School Diploma or Equivalent
• 3 plus years of contact center/ customer service experience

Or an equivalent combination of education and experience

Education & Experience Preferred

• Bachelor's Degree In a related field

Principal Duties & Responsibilities

• Supports the daily operations of the business unit; performs independent review of problem situations; recommends solutions and implements actions to resolve problems and ensure customer satisfaction; coordinates processes and procedures to streamline activities to enhance service productivity, and quality

• Monitors overall workflow of the business unit and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction

• Assists in supporting strategic and tactical operational plans to ensure achievement of company and departmental goals

• Compiles and analyzes data and reports that pertain to the overall operation of the business unit, summarizing activities and trends

• Designs and executes training efforts and ensure that necessary education tools are provided to employees; encourages employee development through mentoring and participates in incentive initiatives

• Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modification, and applications

• Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner

• Provides real time call support for Customer Care Advocates/Specialist; assists with complex inquiries and special handle situations and assumes ownership as appropriate

• Partners with other business areas to improve collaboration and ensure seamless customer experience; coordinates with vendor on service inquiries, training and quality of service; liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently

• Performs other related 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 $35,000 to $80,000.

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.