• Oversee daily support operations, ensuring agent productivity, schedule adherence, and service continuity; • Monitor agent performance in real time, providing guidance, coaching, and constructive feedback; • Conduct regular team meetings to share updates, reinforce training, and align on performance goals; • Step in to manage ticket queues or customer interactions during emergencies or peak workload periods; • Handle escalated customer complaints and complex or sensitive issues, ensuring timely and effective resolution; • Review customer interactions (chats, tickets, and calls) to ensure compliance with quality standards, internal policies, and regulatory requirements; • Track and analyse key performance indicators (KPIs), including response times, resolution times, customer satisfaction, and agent efficiency; • Lead or actively participate in initiatives and projects aimed at improving support workflows, tools, and overall service quality; • Manage project timelines, priorities, and deliverables to ensure objectives are met; • Prepare and present reports on operational performance, project progress, and outcomes to senior management.

• Serve as the dedicated relationship owner for a defined book of high-profile accounts • Design and execute structured engagement cadences, regular check-ins, monthly business reviews (MBRs), and quarterly executive business reviews (QBRs) • Proactively communicate product updates, releases, policy changes, and relevant industry insights to keep clients informed and engaged • Serve as the first point of escalation for high-profile client issues, triaging and owning resolution with urgency and professionalism.

Title: Customer Care Specialist Location: Remote, US, 31999 Job Description: Salary Range: $37,440 – $55,000 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. Worker Designation – This role is hybrid. This means you will be expected to report to one of our Aflac offices located in Windsor, CT 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. What does it take to be successful at Aflac? - Acting with Integrity - Communicating Effectively - Pursuing Self-Development - Serving Customers - Supporting Change - Supporting Organizational Goals - Working with Diverse Populations What does it take to be successful in this role? - Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures - Emotional intelligence skills shown through giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times - 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 actively looking for ways to help people whether team members or customers - Skilled in verbal and written communication regardless of channel (phone, chat, email, text, social media, etc.) in order to convey information and ideas so others will understand - Requires special communication skills including, but not limited to having the ability to defuse tough conversations in a high-emotion environment while maintaining a calm demeanor - Problem solving skills - Microsoft Excel skills - Experience translating from Spanish to English and English to Spanish (for bilingual positions) Education & Experience Required - High School Diploma or Equivalent - 1 - 2 years of related work experience and completion of required training programs Or an equivalent combination of education and experience Education & Experience Preferred - Bi-Lingual (not required) Principal Duties & Responsibilities - Under general supervision, receives inbound calls, email, or chats regarding Aflac products and services; provides thorough and accurate responses to policyholder or field force inquiries regarding policy or claim issues for Aflac products and service - Accurately processes Point of Call transactions including, but not limited to, customer name changes, transfers, cancellations, and beneficiary changes; promotes good customer relations by providing premier customer service with a professional and friendly demeanor; develops customer relationships through rapport-building, listening skills, engaging the customer, seeking clarification, and building trust - Composes and/or generates communications to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac's services and products - Navigates computerized system for tracking, gathering and researching information; routes and tracks outstanding requests to ensure policy-holders and other customers receive complete, accurate and timely resolutions; refers unusual or more complex situations to appropriate point of contact or leader - Maintains a position of trust and responsibility by keeping all customer information confidential; follows Aflac Insurance’s Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times; maintains knowledge of Aflac's policies and procedures, and takes responsibility for keeping up to date with changes - Maintains a well-developed knowledge base, and takes responsibility for keeping up to date with the assigned products and services offered by Aflac Insurance; continuously increases knowledge of assigned products and skills through self-motivation, formal education, seminars and available in-house training - Performs other related duties as required Total Rewards The salary range for this job is $37,440 to $55,000.This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting. At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and 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. 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

Title: Digital Channels Specialist - Limited Term (3-6 months) Location: New York, New York time type Full time posted on Posted 3 Days Ago job requisition id JR59 About Us Blue Meridian Partners is a pioneering philanthropic model for finding and funding scalable solutions to the problems that limit economic mobility and trap America’s young people and families in poverty.     We know solutions exist, but even the most promising strategies cannot reach far enough, fast enough without significant, long-term investment. We bring an innovative investor mindset backed by a decades-long track record to the pursuit of upward economic mobility for individuals and communities.  By pooling resources, our Partners can unlock substantial philanthropic capital and invest effectively and efficiently.     Anchored by our tested and continuously improving, performance-based investing approach, Blue Meridian makes strategic, long-term investments across multiple portfolios aimed at boosting economic mobility from cradle to career. We support nationwide and place-based strategies to amplify impact across the country and within specific communities. We identify visionary social sector leaders who address key drivers of poverty and invest the flexible, upfront capital they need to dream bigger and exponentially expand their reach, influence, and impact.     We are constantly learning, exploring, and seeking out new collaborations in relentless pursuit of creating lasting impact at scale that can change the life trajectories of millions of young people and families in America. Blue Meridian is staffed by an experienced team of results-focused leaders, and we welcome other mission-driven champions to join us.  ‎ Position Profile Reporting to the Director, Corporate Communications, the Digital Channels Specialist works closely with members of the Executive Office, Marketing, and Portfolio Strategy & Management teams to advance the work of website development/design, create written content for Blue Meridian Partners’ digital properties, including the website and social media channels, conduct analytics reporting across digital channels, manage news and social media monitoring, and lead website content input. This role will also support Corporate Communications’ work on risk and reputation management, crisis management, and provide relationship management support for ongoing communications activities with Blue Meridian investees. ‎ Primary Responsibilities Location New York City. Hybrid work arrangement allowed. Primary Responsibilities The responsibilities of this position include but are not limited to the following: - Manage daily activity of Blue Meridian’s digital channels (website, social media and other assets), crafting content and social media posts to maintain and protect Blue Meridian’s brand and serve its communication goals. - Leverage software platform(s) to monitor news and social media content and activity related to Blue Meridian Partners, its portfolios, its partners, and its investees -- as well as relevant sector, national/regional and other trends on a daily basis; and then produce regular reports for internal use and knowledge and determine priority content to share externally. - Leverage consultants and data in Google Analytics to produce cross-channel digital analytics reports, and support deep-dive data collection, dissemination, and metric based recommendations surrounding public-facing communications in support of Blue Meridian’s communications and reputation management needs. - Support Blue Meridian’s e-newsletter(s) creation and distribution by overseeing production of digital components including suggesting template/layout options that suit newsletter content, sourcing stock photos, leading content entry and testing in Mailchimp, and reporting on post analysis; maintain Blue Meridian’s email subscriber list. - Liaise and coordinate with Blue Meridian’s website development consultant and other digital consultants, including communicating with their project manager to create weekly meeting agendas, submitting tickets to initiate collaborations or address issues as they arise, and supporting annual contract renewal, and serve as project lead ad hoc. - Write and edit content for the Blue Meridian website – including but not limited to bios for Blue Meridian staff, news summaries, and investee descriptions – social media channels, and other digital platforms as needed. - Conduct daily CMS content entry across websites, manage content entry request form in Asana. - Proofread and edit a variety of content as needed. - Manage subscriptions and organization-wide logins documentation. - Support photo collateral creation – manage photoshoots, stock image purchases, and more. - Support additional communications workstreams as needed, including but not limited to additional digital and writing needs and visual identity guidance for staff. Qualifications - Aligned with Blue Meridian’s mission and core values. - At least 4+ years of professional experience in a digital communication supporting role and a bachelor’s degree or equivalent experience. - Excellent oral and written communications skills, specifically across virtual platforms, an ability to understand Blue Meridian's voice and apply it in practice depending on the audience, how to use it in practice and translate it depending on audience. - Sound judgment, ability to use discretion and keep matters confidential, listen well, and be objective. - Strong project management skills, ability to adapt to the changing needs of a fast-paced organization while remaining focused on a project’s goals and deadlines. - Excellent organizational skills, strong attention to detail, ability to manage and prioritize multiple tasks. - Demonstrate knowledge of social media channels and best practices. - Outstanding interpersonal skills with a professional and genial demeanor, and the ability to work with people with different backgrounds and experiences. - Strong computer skills, with extensive knowledge of Microsoft Outlook, Word, Excel, PowerPoint and SharePoint, and the ability to master new software quickly as well as experience working with Google Analytics 4. Asana and Meltwater (or similar media monitoring platform) experience preferred. - Comfort level with working independently and as part of a collaborative team via a remote working structure, ability to participate in ongoing Zoom calls. Hiring Salary The hourly rate for this position is $53. In addition to the base pay, limited-term employees at Blue Meridian are offered a generous benefits package, including: - Medical, dental and vision coverage with minimal employee contribution - Paid time off including vacation/personal days, paid holidays, half-day summer Fridays, and week-long office closures in the summer and winter - Hybrid work arrangement ‎ This position description is a guide to the primary duties and functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and may be revised to meet the changing needs of Blue Meridian Partners at the sole discretion of management. Blue Meridian Partners is committed to equal employment opportunity, without regard to race, color, gender, religion, age, national origin, sexual orientation, gender identity or expression, marital status, pregnancy, disability, veteran status, prior record of arrest or conviction, genetic information or any other characteristic protected by law. These opportunities include all terms, conditions and privileges of employment, including (but not limited to) recruiting, hiring, job assignment, training, compensation, benefits, discipline, promotion, and termination.