Job Description
Customer Care Specialist ( Temp- Remote NE)
Location: Omaha, NE, US, 68114
Opportunity: Customer Care Specialist (Remote)
Location(s): Temporarily Remote
While this role may start as remote, it has the potential to move onsite at our Omaha, Nebraska office in 2023. If selected for the role, more information will be explained at that time.
Division: Individual Benefits Operations
Job Summary
Receives generally routine customer requests/inquiries via internet, phone, email, chat, etc.; expertly, completely, and accurately communicates with customers to ensure satisfaction with Aflac’s services/products
Principal Duties & Responsibilities
Under general supervision, receives inbound calls, email, or chats regarding Aflac products and services; provides thorough and accurate responses to policy-holder or field force inquiries regarding policy or claim issues for Aflac products and services
Accurately processes Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes; promotes good customer relations by providing premier customer service with a professional and friendly demeanor; develops customer relationships through rapport-building, listening skills, engaging the customer, seeking clarification, and building trust
Composes and/or generates communications to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac’s services and products
Navigates computerized system for tracking, gathering and researching information; routes and tracks outstanding requests to ensure policy-holders and other customers receive complete, accurate and timely resolutions; refers unusual or more complex situations to appropriate point of contact or leader
Maintains a position of trust and responsibility by keeping all customer information confidential; follows Aflac Insurance’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times; maintains knowledge of Aflac’s policies and procedures, and takes responsibility for keeping up-to-date with changes
Maintains a well-developed knowledge base, and takes responsibility for keeping up-to-date with the assigned products and services offered by Aflac Insurance; continuously increases knowledge of assigned products and skills through self-motivation, formal education, seminars and available in house training
Performs other related duties as required
Education & Experience Required
- High School Diploma or Equivalent
- 1-2 years of related work experience and completion of required training programs
Or an equivalent combination of education and experience
Job Knowledge & Skills
Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures
Emotional intelligence skills shown through giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Skill in selecting and using training/instructional methods and procedures when learning newmpolicies, procedures, concepts or products
Skill in managing one’s own time and actively looking for ways to help people whether team members or customers
Skilled in verbal and written communication regardless of channel (phone, chat, email, text, social media, etc.) in order to convey information and ideas so others will understand
Requires special communication skills including, but not limited to having the ability to defuse tough conversations in a high-emotion environment while maintaining a calm demeanor
Problem solving skills
Microsoft Excel skills
Experience translating from Spanish to English and English to Spanish (for bilingual positions)
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