Customer Advocate Associate

American Fidelity

About The Position

Ensures multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely in a manner which satisfies Customers needs and helps to retain business and build customer loyalty by evaluating and advising on a multitude of moderately complex factors which cover a large variety of AFA products and services. Requires a high degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage record and adjusting/billing guidelines while communicating/tailoring complex factors into a simplistic message that the Customer understands. Acts in a professional, knowledgeable, positive manner and works effectively under pressure when needed in a very fast paced environment while maintaining excellent written and verbal communication skills. Embraces change and positively implements updated process and strategy by demonstrating a proactive approach for problem solving and communicating solutions; provides consult support for complex Customer inquiries needing additional research; informs leadership immediately if common issues arise and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which provide the best Customer Experience. Consistently follows and adheres to stated team/department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirements, achieves a minimum number of multi-channel and omni-channel Customer communications while maintaining average handle times and after call work times which meet stated requirements per team, meets or exceeds minimum work schedule and attendance adherence's, all while possessing and sharing a positive, collaborative tone which supports the team and department environment.

Requirements

Excellent verbal and written communication skills with special attention to speaking clearly and enunciating
Interpersonal skills and the ability to develop and maintain relationships with peers and leaders
Good organizational, administrative and time management skills
Ability to be action oriented and focus on timely completion of tasks
Excellent decision quality
Exceptional skills in keyboard, PC Windows-based software and Microsoft Office
Drive for results through self-motivation
Creative in finding solutions to Customers needs
Critical thinking
Active listening skills
Adaptability, stress tolerance, empathy and resilience
Prompt and reliable
Ability to be flexible in work schedule, including a willingness to work overtime as needed
Ability to keep composure and retain a positive tone and attitude
Compassion for Customers with their changing needs
Focused on providing the best Customer Experience
May need the ability to speak Spanish

Responsibilities

Ensures multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely
Satisfies Customers needs and helps to retain business and build customer loyalty
Evaluating and advising on a multitude of moderately complex factors which cover a large variety of AFA products and services
Communicating/tailoring complex factors into a simplistic message that the Customer understands
Provides consult support for complex Customer inquiries needing additional research
Research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which provide the best Customer Experience
Consistently follows and adheres to stated team/department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirements
Achieves a minimum number of multi-channel and omni-channel Customer communications while maintaining average handle times and after call work times which meet stated requirements per team
Meets or exceeds minimum work schedule and attendance adherence's
Sharing a positive, collaborative tone which supports the team and department environment