Customer Care Specialist (Hybrid; Must Reside in CT)

Aflac, Incorporated•Windsor, CT

2d•$37,440 - $51,500•Hybrid

About The Position

Aflac is hiring a Customer Care Specialist to provide policyholders and field force members with support regarding Aflac products, services, policies, and claims. Under general supervision, the specialist handles inbound calls, email, and chats, processes customer-requested transactions, researches questions, coordinates with other departments, and works toward accurate and timely resolutions. The role requires professional, friendly customer service, clear communication, rapport-building, discretion with confidential information, and the ability to manage difficult conversations calmly. The position is hybrid and requires residence in Connecticut. The employee is expected to work at Aflac’s Windsor, Connecticut office at least 60% of the work week and from home within the continental United States for the remaining portion. Schedule details will be discussed with leadership. Candidates must have a high school diploma or equivalent and 1–2 years of related experience, along with completion of required training programs, or an equivalent combination of education and experience. Bilingual ability is preferred but not required.

Requirements

High school diploma or equivalent.
One to two years of related work experience and completion of required training programs, or an equivalent combination of education and experience.
Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Knowledge of administrative and clerical procedures and systems, including word processing and managing files and records.
Emotional intelligence, including attentive listening, understanding others’ points, asking appropriate questions, and avoiding inappropriate interruptions.
Ability to select and use training or instructional methods when learning policies, procedures, concepts, or products.
Time-management skills and initiative in helping customers and team members.
Verbal and written communication skills across channels such as phone, chat, email, text, and social media.
Ability to defuse difficult conversations in a high-emotion environment while maintaining a calm demeanor.
Problem-solving skills.
Microsoft Excel skills.
Must reside in Connecticut.

Nice To Haves

Bilingual ability; Spanish-to-English and English-to-Spanish translation experience is relevant for bilingual positions.

Responsibilities

Respond to inbound calls, emails, and chats regarding Aflac products and services, providing thorough and accurate responses to policyholder and field force inquiries about policies or claims.
Process Point of Call transactions, including customer name changes, transfers, cancellations, and beneficiary changes.
Provide professional and friendly customer service, building relationships through rapport, listening, engagement, clarification, and trust.
Compose or generate communications to request information or confirm actions taken, and respond promptly to correspondence and problems with a caring attitude.
Coordinate with other departments and divisions as needed to ensure customer satisfaction.
Use computerized systems to track, gather, and research information.
Route and track outstanding requests to ensure customers receive complete, accurate, and timely resolutions.
Refer unusual or complex situations to the appropriate contact or leader.
Protect customer confidentiality and comply with Aflac’s Code of Business Conduct and Ethics and related policies.
Keep current with Aflac policies, procedures, assigned products, and services.
Develop product and service knowledge and skills through self-study, formal education, seminars, and available in-house training.
Perform other related duties as required.

Benefits

Medical, dental, and vision coverage
Prescription drug coverage
Health care flexible spending account
Dependent care flexible spending account
Aflac supplemental Accident, Cancer, Critical Illness, and Hospital Indemnity policies offered at no cost to employees
401(k) plans
Annual bonuses
Opportunity to purchase company stock
11 paid holidays annually
Up to 20 days of PTO to be used for any reason
State-mandated sick leave, if eligible
Other leaves of absence, if eligible
Adoption and parental leave in accordance with applicable laws