SDPEBA representatives spend a lot of time working with members to ensure that everyone can access/understand their benefits and help you file your claims with Aflac. With all that time working for you in mind, we figure it’s about time you get to know us!
To start things off, we interviewed Jaycie Matthews, a Benefits Support Representative who started working at SDPEBA in October 2019.
As a Benefits Support Representative, Jaycie processes Aflac claims and assists members to make sure they get and understand all of their benefits.
She starts off her day with an hour long “HQ call,” where she checks in on claims to make sure they’re being processed correctly. She then replies to claims and inquiries sent through our support email address, checks pending tickets, all while being available to take phone calls and then process those calls in our system.
I next asked Jaycie what her favorite part of working here was, she replied by saying “we have great parties” (it should be noted that Jaycie plans the work parties). She went on to say that “the people here are so understanding and they actually listen to you.”
When I asked what motivates her, she said, “helping customers, definitely. I love to hear their stories and make sure they get the benefits they deserve, and they’re always really nice.” She explained that another highlight is “giving people good news,” as most of the people she talks to are going through pretty rough times.
I asked Jaycie about her pet peeves and she had two pretty big ones. The first is when “someone doesn’t fully read through an email and also when we file a claim and the provider doesn’t fully process it—people are waiting on that money!” You can tell Jaycie really puts customer service front of mind.
Which makes sense! Her first job was as a party host at Chuck E. Cheese. I imagine her patience with the claims department was hardened after serving dozens of children rubbery pizza on a day-to-day basis.
In her free time, Jaycie likes to sing, play video games, or walk her dog (Freckles). She cites her mom as a major inspiration for her, the two of them have been through a lot together, and that really pushed Jaycie to become the best she could be.
I then asked Jaycie what advice she’d give her younger self, to which she said “you don’t always have to be perfect,” something that is easy to hear, but excruciatingly really hard to learn.
Stay tuned for future articles spotlighting more employees!