Cheryl Williams

I review insurance applications to make sure that it is complete. If any information is incomplete I request missing information from the agent. If the application has no errors I will issue the policy.

In November 2006 I was promoted to Account Service Specialist III. In this position I established payroll accounts. The Aflac agent would send documentation of the new account and our team would establish the account and set up their billing invoices. If any information was missing I would send a letter to advise the agent. Also the agent would send to our department if there were any changes on the account. I would make those changes and send a letter to advise the changes have been completed.

Maybe around 2012 instead of the agent faxing us the information to establish the account. The agents begin calling us as we were now working in the Customer Service Dept/Call Center to establish these accounts. I worked in the Call center from 2012 to 2022.

• I would call newly established accounts to Welcome them to Aflac.
• Educated customers about billing, payment processing and support policies and procedures.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Investigated and resolved customer inquiries and complaints quickly.

• Reviewed and reconciled customer accounts to manage accuracy of payments.
• I reviewed discrepancies on the invoice to determine the changes the account wishes to make.
• Changes on the policy level may include deletions, additions, name changes, address changes or a change in the coverage itself.
• Letters were also sent and phone calls made to resolve issues.