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Client Acct Coordinator- Dental & Vision

The Company:  Aflac Dental & Vision
The Location: 

FL, US Remote, US

The Division:  Dental & Vision
Job Id:  2291

Opportunity: Client Acct Coord II, D&V

 

Grade: 008

 

Company: Aflac Dental & Vision

 

Location(s): Remote

 

Division: Dental & Vision

 

Recruiter: Christine Haley

 

Job Summary

 

The Client Account Coordinator (CAC) will oversee the Commercial Enrollment Operations for Aflac Dental & Vision. The CAC will build effective relationships with Sales Account Managers, brokers/consultants and front-line benefit contacts to ensure a high degree of satisfaction with our products and services.

 

Principal Duties & Responsibilities

 

• Provide professional, timely, and accurate customer support to all group administrators, brokers and agents with questions and requests.

• Documents calls within the established database, ensuring that all notes are completed using established templates.

• Leads team in managing new commercial groups from onboarding to policy fulfillment, including ongoing employee additions, terms, and changes.

• Process all group renewals and cancellations.

• Works with groups and brokers to obtain the required completed paperwork.

• Reviews client information to ensure that all paperwork (contracts, rate sheets, etc.) is properly signed, completed and that the client is a legal entity allowed to perform business in their respective states.

• Contacts the broker or group with any problems that may have occurred with the documentation such as contract, rate sheets, or enrollment forms.

• Maintains appropriate, current source documents and reference materials.

• Produces pre-filled enrollment packages for brokers and/or clients.

• Watch call queue to ensure customers calls are answered in a timely manner.

• Create and distribute fulfillment packages.

• Research and respond to all escalated inquiries with a strong sense of urgency.

• Manage all Agent and Agency appointments, documents, and data entry to company systems.

• Audit phone calls and provide coaching to ensure adherence to KPI’s and standards.

• Analyze metrics to develop individual performance action plans.

• Interview, evaluate, coach, reward staff and deliver disciplinary actions as needed.

• Consistently monitor team to proactively identify potential problems and implement resolutions.

• Analyze results and trends to develop plans to improve team performance.

• Lead the team in identifying new process improvements driving productivity and service.

• Develop relationships with the supporting business units to help resolve issues.

• Perform various additional tasks as required by the Commercial Group leadership team.

 

Specialist - Education & Experience

 

Qualification Level Education Degree Specification

Minimum Required High School Diploma or Equivalent

Minimum Required Bachelor's Degree Business Administration or related field

 

Qualification Level Experience

Minimum Required 3 or more years of work experience as a Client Account Coordinator, or a similar capacity Or an equivalent combination of education and experience.

 

Job Knowledge & Skills

 

• Demonstrates strong understanding of dental/vision products.

• Ability to multi-task and work under tight deadlines.

• Exceptional organizational, written and verbal communication skills.

• Proficiency with Word, Outlook, Excel, PowerPoint.

• Excellent presentation skills and professional demeanor.

• Proven ability to build consensus and work effectively within a cross-departmental team.

 

Organizational 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

 

Working Conditions

 

The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.

Normal office environment (virtual or in-person)

 

Travel

 

≤ 10%