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Digital Enrollment Supp Analyst

The Company:  Aflac Columbus
The Location: 

Charlotte, NC, US, 28201

The Division:  Digital Services
Job Id:  2690

Job Summary

Provides enrollment system support in an effort to troubleshoot and resolve daily process or technical issues; performs root cause analysis to identify the cause of the issue and to implement the best solution; identifies process and procedure enhancements to improve efficiency and quality

 

Principal Duties & Responsibilities 

  • Responsible for troubleshooting and resolving daily issues with the Everwell enrollment system; performs root cause analysis to identify the process or technical issue; partners with internal departments, IT, and external support teams to identify and implement the best solution 
  • Identifies viable solutions regarding escalations and client sensitive information for requests with moderate complexity; to ensure visibility, traction and ultimate closure of outstanding issues or concerns; while ensuring the customer is heard throughout escalation process; coordinate with field personnel, business units and management to determine objectives while working in accordance to standardized processes to deliver brief and frequent updates regarding activities/tasks 
  • Communicates with field force agents, payroll accounts, policyholders, and other internal departments to ensure customer satisfaction; gathers additional information from internal/external partner about outstanding requests, as needed, in order to best resolve issues 
  • Identifies process and procedure enhancements and make recommendations for improvement; act as liaison for Aflac Operations; tests solutions in a non-production system to ensure the recommended changes resolve the issue 
  • Monitor ongoing service levels related to the Everwell platform in a project management architecture and provide central coordination of ongoing administrative service • Analyzes and completes reports related to team activity to identify trends and document process improvement; utilizes metrics to provide long-term solutions to avoid ongoing issues 
  • Develops and monitors the testing of new ideas to increase service efficiency; assist in troubleshooting certifications; maintains Everwell support for requests that are moderate in complexity, Everwell escalations, IRES files, SIU inquiries or any external clients/customers; assists to develop and coordinate strategies for administrative services of accounts 
  • Assist with validation activities as needed as an established improved testing framework; participate with making upgrade and enhancement recommendations 
  • Performs other duties as required

 

Education & Experience Required 

  • Minimum Required Bachelor's Degree Computer Science, Business Administration or related field 
  • Minimum Required Two or more years of job related work experience

 

Or an equivalent combination of education and experience.

 

Job Knowledge & Skills 

  • Demonstrated familiarity with Aflac’s sales process (preferred) 
  • Excellent presentation skills & comfort interacting with internal and external senior level executives 
  • Self-starter with demonstrable initiative 
  • Comfortable in a flexible and team oriented environment 
  • Ability to locate resources for problem resolution and design best-option solutions; interface with internal and external partners for effective engagement for resolution 
  • Ability to collaborate and work effectively with colleagues in variety of marketing and sales disciplines 
  • Ability to effectively review business requirements; working with developers to ensure proper planning, translating and simplifying of requirements

 

Competencies

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

 

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

None Required


Nearest Major Market: Charlotte