Salary Range: $45,000 - $105,000
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 designated as a hybrid role, meaning that you will be expected to work at Tower Campus in Columbus, GA or Columbia, SC 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.
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?
- Microsoft Word: Intermediate
- Microsoft Excel: Intermediate
- Microsoft PowerPoint: Intermediate
- Microsoft Access: Basic
- Visio/Provision: Basic
- Excellent customer service skills
- Ability to retrieve necessary information related to consumer complaints from various systems
- Knowledge of Insurance and NAIC Model Laws and Regulations
- Knowledge and understanding of Aflac’s policy language, products, benefits, limitations, functional area systems and procedures
- Ability to work under pressure to meet regulatory reporting time frames and company requirements
- Possess a strong sense of responsibility and self-motivation with demonstrated ability to function independently and in a group environment
- Requires proven ability to consistently meet and/or exceed goals
- Must be capable of making commitments, setting priorities, and delivering results on time and on budget
- Excellent oral, written and interpersonal communications skills to effectively interact with management, and internal and external customers, and to establish effective working relationships with representatives from state and other regulatory agencies
Education & Experience Required
- Bachelor's Degree In Management, business administration, health care management, or a related field
- Two years of professional job related work experience working with the establishment of business processes/procedures derived from compliance, regulatory, and/or business policy issues
Or an equivalent combination of education and experience
Travel
Less than or equal to 10%
Principal Duties & Responsibilities
- Evaluates, distributes, tracks and completes complaints through effective and established complaint handling processes. Manages each complaint investigation process end-to-end.
- Serves as a liaison between the Company and State Insurance Departments and other regulatory entities; tracks, researches and responds to various complaints within established time frames; forwards more complex initiatives to a more experienced compliance analyst for guidance and/or action.
- Works with multidisciplinary and cross-functional teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment. Collaborates with a variety of diverse personnel in the business units to facilitate the complaint investigation process. May communicate directly with customers to resolve complaints.
- Participates and collaborates objectively with team members to achieve consistent processes while identifying process improvements to drive efficiency and compliance.
- Applies systematic problem-solving methodologies in identifying, prioritizing, communicating and resolving complaints. Exercises sound judgment using standard operating procedures and policies to determine appropriate action to achieve objectives.
- Ensures complete and accurate documentation of evaluation and investigation results with the assigned complaint records. Establishes and maintains complete complaint files for all customer complaints.
- Guided by more experienced analyst(s), recommends sound internal control practices, and consistent interpretation and implementation of compliance policies and standards across the organization; on an ongoing basis, monitors compliance of business units to established regulatory guidelines, procedures, and policies; conducts continuous improvement audits to ensure that corrective actions are followed; drives an ongoing awareness and understanding of and monitors adherence to all applicable regulatory requirements, policies, procedures, and compliance processes to ensure that the appropriate control environment is documented and tracked; provides input on various committees (product, claims review, business process, etc.).
- Gathers relevant information, reviews insurance laws and regulations, and works with management to determine the impact to Aflac’s policies and services; coordinates the implementation of changes to processes and procedures based on new laws and regulations; acts as a liaison between the division and other departments within the company to ensure ongoing compliance with laws and regulations; communicates with state insurance departments to resolve issues, answer questions, and/or clarify interpretations of laws and regulations or potential changes in business practices; conducts random audits to ensure continued compliance.
- Performs other duties as required.
Total Rewards
This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to Aflac at the time of the posting. 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. The salary range for this position is $45,000 to $105,000.
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.
Nearest Major Market: Columbus GA
