Job Summary

Performs maintenance changes and handles service requests for customer certificates; reconciles customer payments and determines the disposition of funds not paid as billed or allocated with appropriate suspense account; reviews payments for variances and matches relevant details to premium payments; identifies discrepancies or account variances and takes the necessary steps to resolve.

Principal Duties & Responsibilities

• Under general supervision performs routine duties requiring some judgment is required when communicating with clients and Aflac personnel; performs duties under general supervision; with intermittent review, refers to Lead Specialist for guidance in completing all unusual or more complex situations

• Performs certificate level maintenance changes, analyzes and handles service requirements from various sources associated with customer certificates; calls or sends letters to request additional information or confirm action; researches customer correspondence, invoices, and payment history; determines the disposition of funds not paid as billed or allocated with appropriate suspense account

• Reconciles customer payments; reviews payments for variances and matches relevant details to premium payments; coordinates obtaining required billing documentation for customers; adjusts accounts based on collected information

• Performs various clerical duties as assigned, such as filing, photocopying, typing, maintaining databases and preparing and extracting information using software systems

• Provides thorough and accurate responses to customer requests/inquiries received via Internet, phone, document, etc.; and effectively communicates via oral and in written communications.

• Communicates with payroll accounts, sales producers, and various departments to obtain additional information or confirm changes; generates necessary correspondence

• Performs other duties as required

Education & Experience Required

• High School Diploma or Equivalent
• 2 years of related work experience

Or an equivalent combination of education and experience

Education & Experience Preferred

• Life and Health Insurance Specialist and/or Client Service Specialist Certification
• Must have strong Microsoft Excel skills (V Look Ups, pivot tables, etc.)

Job Knowledge & Skills

• 
  Good teamwork skills

• Strong oral and writing communications skills

• Good math skills

• Excellent comprehension and reasoning abilities

• Effective time management skills

• Excellent interpersonal skills to effectively interact with internal/external business contacts

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