AF Customer Advocate Associate Rep (Hybrid/Remote)

American Fidelity•Oklahoma AF Corporate Home Office, OK

1d•$50,204 - $77,533

About The Position

Ensures multi-channel and omni-channel customer communications are addressed consistently and promptly to satisfy customer needs, retain business, and build loyalty. Evaluates and advises on a variety of moderately complex factors involving AFA products and services, applying analysis and judgment in accordance with company policies, insurance law, IRS guidelines, coverage records, and adjusting and billing guidelines. Communicates complex factors in clear, simple messages customers can understand. Acts professionally, knowledgeably, and positively, working effectively under pressure in a fast-paced environment. Provides consultative support for complex customer inquiries requiring additional research and analyzes complaints to develop resolutions that support timely, customer-focused responses and a strong customer experience. Proactively addresses problems and communicates solutions, implements updated processes and strategies, and promptly informs leadership when common issues arise. Follows team and department metrics, including call-flow accuracy, schedule adherence, availability, communication volume, average handle time, after-call work time, work schedule, and attendance requirements. Contributes a positive, collaborative tone to the team and department environment.

Requirements

Excellent verbal and written communication skills, including clear speech and enunciation.
Interpersonal skills and the ability to develop and maintain relationships with peers and leaders.
Good organizational, administrative, and time-management skills.
Ability to take action and complete tasks promptly.
Excellent decision quality.
Exceptional keyboarding skills and proficiency with Windows-based PC software and Microsoft Office.
Self-motivation and a drive for results.
Creative problem-solving to meet customer needs.
Critical-thinking and active-listening skills.
Adaptability, stress tolerance, empathy, and resilience.
Promptness and reliability.
Ability to maintain composure and a positive tone and attitude.
Compassion for customers and their changing needs, with a focus on providing the best customer experience.
Flexibility in work schedule, including willingness to work overtime as needed.

Nice To Haves

Ability to speak Spanish.

Responsibilities

Address and respond to multi-channel and omni-channel customer communications consistently and promptly.
Evaluate customer needs and moderately complex factors related to AFA products and services, applying company policies, insurance law, IRS guidelines, coverage records, and adjusting and billing guidelines.
Explain complex factors to customers in clear, understandable language.
Provide consultative support for complex customer inquiries that require additional research.
Research and analyze customer complaints and provide appropriate resolutions.
Identify common issues and inform leadership promptly.
Proactively solve problems and communicate solutions while implementing updated processes and strategies.
Meet team and department metrics for call-flow accuracy, schedule adherence, availability, communication volume, average handle time, after-call work time, work schedule, and attendance.
Support a positive, collaborative team and department environment.