Job Summary

Under general supervision, receives generally routine customer requests/inquiries via internet, phone, email or chat, etc; expertly, completely, and accurately communicates with customers to resolve requests/inquiries while ensuring satisfaction with Aflac’s services/products.

Principle Duties & Responsibilities

• Under general supervision, attends and actively participates in all scheduled Foundation training courses; and completes all assigned classroom activities, exercises, discussions, and exams
• Receives monitored inbound calls, email, or chats regarding Aflac products and services and navigates through Aflac computer systems and sub-systems as a part of on-the-job training and call coaching sessions; answers inquiries, resolves problems and promotes good customer relations by providing premier customer service with a professional and friendly demeanor
• Provides thorough and accurate responses to policy-holder requests and inquiries using knowledge and skills acquired through Customer Service training; navigates Aflac’s computerized systems for tracking, information gathering, researching, and trouble shooting
• Maintains a position of trust and responsibility by keeping all policy-holder and other customer business confidential; follows Aflac’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times
• Performs other related duties as required

Education & Experience Requirements

• Required High School Diploma or Equivalent
• Required 1 year of work experience

Or an equivalent combination of education and experience

Job Knowledge & Skills

• 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 new policies, procedures, concepts or products
• Skill in managing one’s own time and actively looking for ways to help people
• Skilled in verbal and written communication in order to convey information and ideas so others will understand
• Problem solving skills
• Experience using Microsoft Office suite software

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 customer expectations
• 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