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PLADS Client Liaison

The Company:  Aflac Columbus
The Location: 

Farmington, CT, US, 06032

The Division:  PLADS
Job Id:  1527



Job Summary

The Client Liaison will serve as primary liaison between our customers, their employees, and the Operations team regarding benefit plans administration. The position also provides support for the operational leadership team using appropriate technologies and processes.


Principal Duties & Responsibilities

  • Attends/participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements


  • Proactively identifies customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions


  • Manages escalated customer issues


  • Proactively analyzes data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates


  • Participates in client site visits as needed


  • Assists customer and Account Executive (AE) in understanding the impacts of non- standard benefits and/or processes


  • Coordinates/handles ad hoc Account Executive requests allowing the AE to focus on developing strategies for new and existing program opportunities


  • Provides customer process and/or tools training (Ex. Portal) as needed


  • Identifies most urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions
  • Initiates and maintains partnerships with others throughout the organization


  • Encourages cooperation by promoting common goals and building trust


  • Inspires, supports, and initiates cross-functional activities


  • Performs other related duties as required


Education & Experience

Associate's Degree In health care or a related field, and 5-7 years minimum of Industry experience, or an equivalent combination of education and experience.


Bachelor's Degree In health care or a related field (Preferred)


2 years minimum experience working directly with customers and employees



Job Knowledge & Skills

  • Demonstrates strong consultative skills and the ability to influence constituents


  • Strong leadership skills


  • Strong communication skills (verbal, written, presentation)


  • Strong understanding of multiple aspects of contracts, plans and products


  • Ability to work with cross-functional business units and vendors to support the customer’s needs


  • Promotes collaboration among constituents and represents a professional image of the company


  • Strong project management skills


  • Ability to support Leave and Disability products


  • Critical thinking and decision-making skills


  • Strong knowledge of Best Practice and customer specific policies and procedures



  • 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: Hartford