Salary Range: $35,000 to $80,000

Remote/Hybrid/On-Site: On-Site, leading to Hybrid

We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

What does it take to be successful at Aflac?

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations

What will you be doing in this role?

• Advanced 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

• Advanced knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology

• 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

• Skill in using mathematics to solve problems

• Knowledge of account billing, premium processing, validation, or group setup

• 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
• 5 plus years of work experience
• Experience and proficiency using Microsoft Office Suite software

Or an equivalent combination of education and experience

Education & Experience Preferred

• Premium processing or billing experience

Principal Duties & Responsibilities

• Under minimal supervision and in accordance with established policies, procedures, state regulations, and production-based quotas, researches account escalations and provides guidance to the specialist team as necessary

• Provides technical direction in the delivery of service to employees and communicates training and performance needs to supervisors; uses various evaluation and feedback methods (checking work, problem time, etc.) to measure and communicate performance status to supervisor; ensures successful transition of new employees from training to the work environment

• Leads or facilitates team-based improvement projects; acts as liaison, coordinating activities and resolving issues between teams, departments, divisions, agencies, vendors, etc. in an attempt to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day-to-day operations; communicates customer needs, inquiries and deficiencies to management, and makes recommendations to improve service

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  Solves problems and communicates with other departments to determine appropriate action to resolve situation/condition; communicates customer needs and inquiries to management to provide information for improvement of overall service levels; reviews and analyzes existing work processes and recommends enhancements

• Possesses and applies expert knowledge of operational principles, practices, and procedures, and operates as the subject matter expert with substantial latitude for independent action or decision making regarding the day-to-day services provided by the business unit or operational functions and team processes; interprets and applies division and organizational policies and procedures, recommends changes or enhancements to procedures or processes; serves as subject matter expert with latitude for independent action or decision making regarding the day-to-day services provided; responds to questions from business units, including Claims, New Business, Client Services, IT, and the Customer Service; solves problems and communicates to management suggestions to improve overall service

• Reconciles group level premiums; reviews payments for variances and matches relevant details to premium payments; coordinates obtaining required billing documentation for select groups; researches pended payments and takes necessary steps to resolve issues by contacting appropriate parties; adjusts accounts based on collected information

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

• 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 $55,500.

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.