Customer Care Advocate

Salary Range: $37,440 - $55,000

Job Posting End Date: R8/28/2025

We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

Worker Designation – This role is a remote role. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

Work Designation. Depending on your location within the continental US, this role may be remote. 

• If you live more than 50 miles from the Aflac offices located in Windsor, CT, this role will be remote. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.

What does it take to be successful at Aflac? 

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

What does it take to be successful in this role?

• Insurance industry knowledge 
• Demonstrated independent, criical thinking 
• Proficiency with windows-based software applications 
• Proven ability to navigate through multiple systems and applications 
• Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word 
• Proficiency in keyboarding skills 
• Detail oriented 
• Strong verbal and written communication skills 
• Data entry experience 
• 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 through actions and behaviors 
• Takes accountability for participating in the performance management cycle 
• Takes action to improve performance on the job and to manage own personal development

Education & Experience Required

• High School Diploma or Equivalent
• 1+ years of contact center or customer service experience

Or an equivalent combination of education and experience

Principal Duties & Responsibilities

• Handles inquiries involving group coverage, including life, disability, absence, critical illness, hospital indemnity, and accident, focusing on policy information, claims, medical underwriting, and continuation of coverage 
• Handles initial claim reporting and ongoing claim questions via telephone and non-phone channels of work 
• Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner 
• Meets established departmental quality, service, phone metric, and productivity objectives 
• Prepares documents, communications and other materials using established formats and standard software 
• Resolves standard and complex inquiries and problems, utilizing soft skills to meet customer needs and tailor the interaction to the specific customers, style, speed and situation 
• Ability to work under minimal supervision in an unscripted call environment, gather and analyze information from a diverse set of resources, internal job aids, and individuals to fully understand and resolve a problem; proactively anticipate needs and prioritize action steps utilizing critical thinking skills 
• Liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently 
• Provides feedback and recommendations to the team to improve the quality of customer care
• Follows procedures to ensure adherence to the company´s risk and compliance policies 
• Assists co-workers with knowledge and support 
• Adherence to assigned shift based on business needs; mandatory overtime during Peak Periods/Shift Work/Holiday Work, as required 
• Other duties as assigned by Team Manager or other member of Management team

Total Rewards

The salary range for this job is $37,440 to $55,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting. 

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock.  On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.