Amazing Careers

Director, Customer Care Center



Customer Service
Austin, TX, USA · United States · Remote
Posted on Wednesday, June 19, 2024

Salary Range: $115,000 - $260,000

Job Posting End Date: July 31, 2024

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 Windsor, CT, 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 Windsor, CT, 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 as a Champion for Change
  • Acting with Integrity
  • Communicating Effectively
  • Demonstrating Initiative
  • Developing Talent
  • Managing Performance
  • 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 knowledge of customer service/claims technologies and how they are applied to improve quality and productivity

• Broad knowledge of managerial, financial and budgeting concepts; operating principles, and methodologies applicable to division and employee management; including expert knowledge of Aflac’s mission, objectives, and procedures, the relationship with other departments, and the framework in which the department operates; a high degree of skill in applying this knowledge to the analysis and resolution of very complex or sensitive problems

• Knowledge of budgeting and expense control to plan, implement, and maximize expenditure of funds while maintaining and improving quality standards

• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner and enrich and develop the organization culture.

• Expertise in Aflac Products to include Accident, Hospital, Cancer, Life Insurance, FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements

Education & Experience Required

  • Bachelor's Degree In business administration or a related field
  • 10 years of professional job-related experience
  • 5 years management experience

Or an equivalent combination of education and experience

Education & Experience Preferred

  • Master's Degree
  • Insurance industry designations
  • Call Center leadership experience
  • Group disability & absence management industry experience highly preferred

Principal Duties & Responsibilities

• Responsible for strategic leadership of production activities across Customer Care Center to ensure efficient operations within performance standards, corporate policies, and regulatory guidelines; keeps abreast of the technologies and processes throughout the industry

• Works collaboratively across Customer Care Center to identify, design, and implement process improvement strategies and leverage and enhance technology to gain efficiencies

• Develops an organizational framework and provides the necessary leadership to ensure the ongoing availability of a qualified and motivated staff to meet current needs and planned future growth; including strategic hiring, training practices, career pathing for retention, and performance management

• Develops long-range visionary strategic plans and annual budget for the areas within scope of responsibility and ensures that operations are managed within authorized budgets; advises, develops, reviews, and approves budgets, plans, and business goals

• Reviews and interprets performance against operating plans and standards for the division; provides information and reports to subordinates on interpretation of results and approves changes in plans; presents monthly reports on performance, and develops and presents matters requiring decisions to key management team for the division

• 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 $115,000 to $260,000.

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.