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Account Service Coordinator

The Company:  CAIC
The Location: 

Columbia, SC, US, 29210

The Division:  Group Benefits Operations
Job Id:  1790


Job Summary


Represents Aflac as account contact for assigned accounts and provides on-going client support for servicing needs; resolves service issues and proactively identifies areas of improvement; works with internal and external parties to ensure that the client’s service objectives and needs are being met


Principal Duties & Responsibilities

• Represents Aflac as account contact for Aflac’s more complex/medium sized accounts or supports higher level coordinators as assigned if assisting with large/complex cases in a developmental role; acts as a liaison coordinating account maintenance activities with various internal departments and the payroll account (customer) to ensure effective and efficient account administration; communicates with clients and other business units to ensure that account issues are avoided or resolved promptly and prevent re-occurrence


• Supports enrollments in conjunction with the supporting business units to ensure new business is processed and deductions are started in a timely manner at the account


• Updates and maintains account profiles, to include servicing and other pertinent data for effective and efficient account management


• Monitors requests for special handling and ensures service levels are met across administrative areas


• Provides on-going client support for servicing needs; facilitates resolution to ongoing service issues; works with internal and external parties to ensure that the client’s service objectives and needs are being met; proactively conducts account level audits to identify potential risks and trends related to the client Created By: Megan Jordan September 08, 2021 Version: 25


 • Analyzes and completes reports related to payroll account activity to identify trends and document process improvements; maintains a record of service efforts and results; implements the appropriate activity to resolve service and administration concerns; partnering with the supporting business unit as needed ; periodically contacts payroll accounts to ensure service objectives have been met; conducts proactive payroll account audits to identify potential issues; coordinates or performs payroll account maintenance as necessary to ensure prompt and efficient service


• Facilitates meetings or conference calls with appropriate parties to include, management, supporting business units and other areas as needed to address payroll concerns surrounding account status and/or service objectives; coordinates efforts with Aflac Individual / Aflac Group for shared cases for billing issues on Shared Cases


 • Develops and implements the testing of new ideas to increase service efficiency and client satisfaction; gathers, organizes, and prepares data for internal and external purposes; conducts/facilitates presentations to current and prospective large and/or payroll accounts; visits accounts as necessary to resolve service issues or secure business relationship


• Travels to accounts as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 10%)


• Performs other duties as required


Education & Experience Required

  • Bachelor's Degree In a related field
  • 2 - 4 years of job-related work experience in the insurance and/or financial industry
  • Preferred Experience in insurance, healthcare, and/or financial services
  • Preferred Experience with billing services


Or an equivalent combination of education and experience


Job Knowledge & Skills


• Strong presentation, negotiation, and customer service skills


 • Knowledge of personal computers and proficiency with prevalent software programs to perform analysis and organization of data in an informative and accurate format


 • Knowledge of payroll account management (preferred)


• Excellent interpersonal, communication, customer service, and telephone customer service skills to effectively interact with Aflac’s clients


 • Good written and oral communication skills with the ability to give various types of presentations and motivate others to perform



  • 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



Nearest Major Market: Columbia
Nearest Secondary Market: South Carolina