Hybrid CT-Based Customer Care Specialist – Bilingual

AFLAC, INCORPORATED.; Windsor (CT); Hybrid; USD 37,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) plans

Annual bonuses

Stock purchase opportunity

11 paid holidays

Up to 20 days PTO

Job summary

AFLAC, INCORPORATED. in Windsor, CT, is seeking a Customer Care Specialist for a hybrid role that requires residence in Connecticut. You will handle inbound/outbound communications across phone, chat, and email, delivering premier customer service and accurate information to policyholders and field staff.

The role emphasizes integrity, effective communication, and bilingual support where needed. You will process transactions, maintain confidentiality, and collaborate across departments to

Qualifications

• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures.
• Emotional intelligence skills shown through giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Skill in selecting and using training/instructional methods and procedures when learning new policies, procedures, concepts or products.
• Skill in managing one’s own time and actively looking for ways to help people whether team members or customers.
• Skilled in verbal and written communication regardless of channel (phone, chat, email, text, social media, etc.) to convey information and ideas so others will understand.
• Requires special communication skills including defusing tough conversations in a high-emotion environment while maintaining a calm demeanor.
• Experience translating from Spanish to English and English to Spanish (for bilingual positions).

Responsibilities

• Under general supervision, receives inbound calls, email, or chats regarding Aflac products and services; provides thorough and accurate responses to policyholder or field force inquiries regarding policy or claim issues for Aflac products and service.
• Accurately processes Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes; promotes good customer relations by providing premier customer service with a professional and friendly demeanor; develops customer relationships through rapport-building, listening skills, engaging the customer, seeking clarification, and building trust.
• Composes and/or generates communications to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac's services and products.
• Navigates computerized system for tracking, gathering and researching information; routes and tracks outstanding requests to ensure policy-holders and other customers receive complete, accurate and timely resolutions; refers unusual or more complex situations to appropriate point of contact or leader.
• Maintains a position of trust and responsibility by keeping all customer information confidential; follows Aflac Insurance’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times; maintains knowledge of Aflac's policies and procedures, and takes responsibility for keeping up to date with changes.
• Maintains a well-developed knowledge base, and takes responsibility for keeping up to date with the assigned products and services offered by Aflac Insurance; continuously increases knowledge of assigned products and skills through self-motivation, formal education, seminars and available in-house training.
• Performs other related duties as required

Skills

Customer service

Time management

Verbal and written communication

Emotional intelligence

Bilingual (Spanish-English)

Conflict defusion

Self-development

Education

High School Diploma or Equivalent

1-2 years related work experience

Tools

Word processing

File management

Job description

AFLAC, INCORPORATED. in Windsor, CT, is seeking a Customer Care Specialist for a hybrid role that requires residence in Connecticut. You will handle inbound/outbound communications across phone, chat, and email, delivering premier customer service and accurate information to policyholders and field staff.

The role emphasizes integrity, effective communication, and bilingual support where needed. You will process transactions, maintain confidentiality, and collaborate across departments to