PLADS Cust Care Advocate Lead

Job Summary

Supports the day-to-day functions of the customer care center and ensures that daily operations align with company and departmental goal. Develops solutions and implements actions to resolve problems and ensure customer satisfaction. Reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality. Liaises with internal and external customers to address inquiries and escalations.

Principal Duties & Responsibilities

Supports the daily operations of the business unit; performs independent review of problem situations; recommends solutions and implements actions to resolve problems and ensure customer satisfaction; coordinates processes and procedures to streamline activities to enhance service productivity, and quality

Monitors overall workflow of the business unit and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction

Assists in supporting strategic and tactical operational plans to ensure achievement of company and departmental goals

Compiles and analyzes data and reports that pertain to the overall operation of the business unit, summarizing activities and trends

Designs and executes training efforts and ensure that necessary education tools are provided to employees; encourages employee development through mentoring and participates in incentive initiatives

Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modification, and applications

Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner

Provides real time call support for Customer Care Advocates; assists Customer Care Advocates on complex inquiries and special handle situations and assumes ownership as appropriate

Partners with other business areas to improve collaboration and ensure seamless customer experience; coordinates with vendor on service inquiries, training and quality of service; liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently

Performs other related duties as required

Education & Experience

High School Diploma or Equivalent, 3+ years of contact center or customer service experience, or an equivalent combination of education and experience.

Job Knowledge & Skills

• Proven ability to navigate through multiple systems and applications

• Strong personal computer skills with experience in Windows-based software;

• Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word

• Broad knowledge of Aflac products/services and systems is preferred

• Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements

• Moderate knowledge of Group Long Term Disability, Premium Waiver and Life

• Detail Oriented; Ability to complete project work independently and efficiently

• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact

• Demonstrated practical understanding of how processes and systems in own area of work relate to the management of risk and compliance

• Demonstrated commitment to corporate and service values

• Takes action to improve performance on the job and to manage own personal development

• Experience in providing feedback and coaching in a professional setting

• Experience de-escalating customers and coaching others to handle escalated callers

• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

Organizational Competencies

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