Client Acct Recon Specialist

Job Summary

Reconciles group/account financial data to include payment patterns, suspense creation and excluded premium; identifies root cause of service challenges related to the financial health of a group/account; documents opportunities and partners with internal business partners for resolution supporting first time right and to prevent future re-occurrence of issues

Principal Duties & Responsibilities

• Acts as a liaison coordinating account maintenance/financial health activities with various internal departments to ensure effective and efficient account administration; communicates with business units to ensure account issues are avoided or resolved promptly and prevent re-occurrence

• Conducts group/account level audits to identify potential risks, issues and trends

• Analyzes and completes reports related to account activity and financial health to identify trends and document process improvements; maintains a record of service efforts and results; consults on the implementation of the appropriate activity to resolve service and administration concerns identified through the audit; partnering with the supporting business unit(s) as needed

• Updates and maintains account profiles, to include servicing and other pertinent data for effective and efficient account management

• Seeks resolution to ongoing service issues; works with internal parties to achieve first time right solutions

• Leveraging audit outcomes, facilitates meetings and/or conference calls with appropriate parties to include management, supporting business units and other areas as needed to address payroll concerns surrounding account status and/or service objectives; coordinates efforts with Aflac Individual / Aflac Group for shared cases for billing issues on Shared Cases

• Gathers, organizes, and prepares data for internal and external purposes to resolve group and certificate level discrepancies

• Reconciles group level premiums; reviews payments for variances; and takes necessary steps to resolve issues by contacting appropriate internal parties; adjusts accounts based on collected information

• Performs other duties as required

Education & Experience Required

• High School Diploma or Equivalent
• 4 years of job-related experience

Or an equivalent combination of education and experience

Education & Experience Preferred

• 1 year of experience in billing or premium processing

Job Knowledge & Skills

• Experience and proficiency using Microsoft Office Suite software

• Advanced knowledge of business unit process, procedures, and policies

• 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 understanding the implications of new information for both current and future problem solving and decision-making

Competencies

• Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
• Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
• Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
• Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
• Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
• Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds