Cust Care Advocate Lead, Remote (Must reside in CT)

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Posted 4 days ago United States Salary undisclosed
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Job Description

Position Summary The Company Aflac The Location Remote (Must reside in CT) The Division Aflac / Life Claims The Opportunity Customer Care Advocate Lead Job Summary Supports the day-to-day functions of the customer care center and ensures that daily operations align with company and departmental goal. Develops solutions and implements actions to resolve problems and ensure customer satisfaction. Reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality. Liaises with internal and external customers to address inquiries and escalations.

Responsibilities Principal Duties & Responsibilities Supports the daily operations of the business unit; performs independent review of problem situations; recommends solutions and implements actions to resolve problems and ensure customer satisfaction; coordinates processes and procedures to streamline activities to enhance service productivity, and quality Monitors overall workflow of the business unit and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction Assists in supporting strategic and tactical operational plans to ensure achievement of company and departmental goals Compiles and analyzes data and reports that pertain to the overall operation of the business unit, summarizing activities and trends Designs and executes training efforts and ensure that necessary education tools are provided to employees; encourages employee development through mentoring and participates in incentive initiatives Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modification, and applications Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner Provides real time call support for Customer Care Advocates; assists Customer Care Advocates on complex inquiries and special handle situations and assumes ownership as appropriate Partners with other business areas to improve collaboration and ensure seamless customer experience; coordinates with vendor on service inquiries, training and quality of service; liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently Performs other related duties as required

Qualifications Edu cation & Experience Minimum Required High School Diploma or Equivalent Minimum Required 3+ years of contact center or customer service experience Or an equivalent combination of education and experience. Job Knowledge & Skills Proven ability to navigate through multiple systems and applications Strong personal computer skills with experience in Windows-based software; Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word Broad knowledge of Aflac products/services and systems is preferred Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements Moderate knowledge of Group Long Term Disability, Premium Waiver and Life Detail Oriented; Ability to complete project work independently and efficiently Excellent presentation, oral, written, and interpersonal communications skills to effectively interact 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 Takes action to improve performance on the job and to manage own personal development Experience in providing feedback and coaching in a professional setting Experience de-escalating customers and coaching others to handle escalated callers Knowledge of employee relations to conduct and deal with employee issues in a proactive manner