Serves as a subject matter resource for tools and processes, ensuring proper use and up-to-date documentation.
Assist and guide analyst in preparing deliverables, verifying accuracy, and resolving technical issues.
Facilitates team training and knowledge sharing to support efficient implementation.
Audit client onboarding documents and folders for completeness and quality.
Support process improvements, workflow refinements, and change management initiatives.
Partner with team to address customer escalations and promote service excellence.
Proactively identifies team tool revisions and annual updates; implements updates and revisions by collaborating with internal partners.
Identifies account services process issues, and researches and accurately identifies root causes to generates solutions.
Supports Implementation Managers and Account Executive (AE) teams in researching and understanding the impacts of non-standard benefits and/or processes.
Proactively identifies and escalates customer and plan design issues for resolution.
Participates in finalist meetings as needed and facilitates finalist meeting training for the team.
Initiates and maintains partnerships with stakeholders throughout the organization.
Encourages cooperation by promoting common goals and building trust.
Attends and participates in select customer meetings as appropriate, to discuss feedback and/or needed process enhancements.
Performs other related duties as required

Requirements

In-depth knowledge in employer sponsored insurance product offerings and plan design.
Proven ability to interpret and work with employer insurance contacts and service agreements.
Ability to influence and guide internal and external stakeholders.
Strong knowledge of project management principles.
In-depth knowledge of Aflac products, onboarding standards, and policy/procedure frameworks.
Experience with executive level reporting & escalation.
Excellent communication skills (verbal, written, presentation)
Strong decision-making and problem-solving skills.
Ability to work virtually with cross-functional business units and vendors to support the customer’s needs.
Bachelor's Degree In Business Administration, Management or a related field.
5 or more years professional job related-work experience working with internal/external customers including experience related to employer provided group insurance products.
Project Management expertise required, Project Management Professional (PMP) certification preferred.
SME in Life, Absence and Disability Products

Benefits

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
opportunity to purchase company stock
11 paid holidays
up to 20 days PTO to be used for any reason
state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
other leaves of absence, if eligible

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementemployer sponsored insuranceplan designAflac productsonboarding standardspolicy frameworksexecutive level reportingproblem-solvingdecision-makingcustomer service

Soft Skills

communicationinfluenceguidanceteam trainingcollaborationtrust buildingcooperationknowledge sharingstakeholder managementescalation management

Certifications

Project Management Professional (PMP)Bachelor's Degree in Business AdministrationBachelor's Degree in Management