Account Relations Coordinator

Salary Range:  $60,000-$75,000

Job Posting Ending Date: April 30, 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.

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

• If you live within 50 miles of the Aflac offices located in Columbus, GA or Columbia, SC, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership. 
• If you live more than 50 miles from the Aflac offices located in Columbus, GA or Columbia, SC, 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?

• 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

• Critical thinking and decision-making skills

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

Education & Experience Required

• Bachelor's Degree Business Administration or related field
• Three years of related professional work experience

Or an equivalent combination of education and experience

Education & Experience Preferred

• Insurance industry experience

Travel

• ≤ 25%

Principal Duties & Responsibilities

• Establishes a working relationship with assigned market offices, along with any support staff, to monitor all areas of service. Maintains clear and consistent communication with assigned market operations, providing regular updates and ensuring their concerns are addressed to satisfaction. Hosts regular office hours to address outstanding service issues, provide updates on in progress resolutions, and solicit feedback to improve both account and producer satisfaction.
• Collaborates with market offices and business units to identify areas of improvement; prepares business cases and supporting analyses for initiatives to improve the client experience.
• Facilitates training and education for the sales team to promote self-service capabilities, address service gaps, improve efficiency, and enhance service quality. Provides continuous coaching and support to assigned market operations, ensuring they are equipped with the knowledge and skills needed to reduce account concerns and improve overall service delivery. Regularly assesses the effectiveness of training and makes adjustments as needed to drive consistent improvement.
• Updates and maintains client profiles, to include servicing history and other pertinent data for effective and efficient account management. Utilizes required tools and resources to ensure client records are reflective of the most recent information as provided by the agent and/or producer.
• Monitors requests for special handling and ensures service levels are met across administrative areas. Escalates items to leadership in a timely fashion when SLAs are missed and ensures appropriate remediation steps are taken to avoid future instances. Provides recommendations on the prioritization of account support based on sales impact and broker involvement.
• Provides ongoing client and sales 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.
• Acts as the primary point of contact for account billing challenges and complex eligibility issues. Conducts billing and payment reconciliations as necessary to keep accounts in good standing. Facilitates meetings or conference calls with appropriate parties to include, sales leadership, operations management, and client representatives as needed to address service concerns surrounding account status and/or service objectives; coordinates efforts with Aflac Individual / Aflac Group / Aflac Dental and Vision for shared case service issues.
• 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
• Oversees and manages escalated account issues, ensuring timely and effective resolution by coordinating with cross-functional teams. Acts as the primary point of contact for escalated cases, assesses the severity of the issues, and implements appropriate solutions. Identifies patterns in escalations and recommend process improvements to reduce future issues.
• Acts as a positive ambassador of the Aflac Dental & Vision department, upholding its values and reputation through every interaction, and ensuring that all communications reflect the organization’s commitment to excellence and customer satisfaction. Conducts business as outlined by The Aflac Way and remains professional, courteous, and respectful at all times.
• Travels to accounts and sales distribution offices as determined by the account service strategy to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)
• Performs other duties as required

Total Rewards

The salary range for this job is $60,000 to $75,000. 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.