Job Summary

Performs routine and non-routine payment processing. Calculates benefit payments based on Statutory, Insured, and Disability plan provisions. Reviews invoices to identify variances and reconcile account payments for sensitive and complex accounts. Reviews and research pended payments and takes necessary steps to resolve issues. Manages over/underpayments while ensuring that all applicable offsets and deductions are considered.

Principal Duties & Responsibilities

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  Under general supervision, performs routine and some non-routine tasks; follows standardized procedures or instructions to resolve most questions and problems, and refers only the most complex issues to more experienced team members; serves as a resource to others in resolving of problems and issues

• Reconciles group and/or individual disability and Statutory payments; reviews disability and absence claim files for variances and matches relevant details to benefit payment calculations; coordinates with disability case managers as well as Statutory states for select groups; research pended payments and takes necessary steps to resolve issues by contacting appropriate contacts; makes adjustments based on collected information

• Analyzes and handles service requirements from various sources associated with complex accounts; calls or sends letters to request additional information or confirm action; research customer correspondence, account invoices, and payment history
• Reconciles and services account payments from sensitive and complex accounts; reviews incoming customer requests and logs required data into tracking system; records disposition of outstanding customer requests on weekly tracking reports
• Communicates internally and externally with policyholders, associates, coordinators, and various departments to obtain additional information or confirm changes
• Performs other duties as required

Education & Experience Required

• High School Diploma or Equivalent
• 2 – 5 years of work-related experience
• Experience and proficiency using Microsoft Office Suite software

Or an equivalent combination of education and experience

Job Knowledge & Skills

• Proficient in placing and receiving phone calls from field force representatives, employers, and customers to verify the accuracy and completeness of premium processing
• Familiar with both Aflac Group accounts as it relates to billing procedures, plan codes, and premiums
• Excellent comprehension, writing, and grammar skills and strong research, mathematical, and reasoning abilities
• Advanced knowledge of principles and processes for providing customer and personal services; this includes needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Skill in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Skill in understanding the implications of new information for both current and future problem solving and decision-making
• 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 the time of others and actively looking for ways to help people

Competencies

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations