Customer Advocate I

Erie Insurance•Millcreek Township, PA

8d•$44,936 - $71,781•Onsite

About The Position

Under close supervision, uses various platforms to actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer possible solutions by using knowledge of company products, services, and policies to assist customers with inquiries, complaints, or problems. This position is part of our inbound contact center. You will handle approximately 65–75 calls per day from agents, customers, and other stakeholders. Calls are monitored for quality, and the role requires strong patience, professionalism, and empathy.

Requirements

Bachelor's degree required; or Associate degree and two years' experience in a call center, customer service, Insurance operations, or relevant experience required or High School Diploma or GED and four years' experience in a call center, customer service, Insurance operations, or relevant experience required.
Knowledge of billing practices and procedures preferred.
Demonstrated ability to type a minimum of 28 words per minute preferred.
Proficiency with word processing and spreadsheet software and required.
Must be able to work a schedule commensurate with department hours.
Follows ERIE’s holiday schedule.
License in Property and Casualty insurance and/or licenses based on changing compliance requirements required, as applicable.

Nice To Haves

General Insurance (INS 21, 22, 23)
AIS (Associate in Insurance Services)

Responsibilities

Utilize various platforms to respond to inquiries from customers.
Applies a working knowledge of ERIE and department policies and procedures to have business appropriate conversations, while directing the customer to the appropriate business decision.
Resolves issues within scope of authority, escalates to appropriate area/person of authority as determined by company/department policy and procedure.
In accordance with ERIE policy and procedures, and within scope of authority manages and services office account books of business.
Applies proficient knowledge of ERIE systems and products by responding to callers concerns for all lines of business. Makes billing arrangements, corrects errors (accounting, underwriting and policy issues) with resolution and documents accordingly within scope of authority and guidelines provided.
Attends appropriate training and informational meetings to learn and maintains a working knowledge of ERIE policies, procedures and processing systems, as well as industry knowledge and applicable licensure.
Trains and mentors less experienced staff, and acts as subject matter expert (SME) for department and projects, as applicable.

Benefits

Premier health, prescription, dental, and vision benefits for you and your dependents.
Coverage begins your first day of work.
Low contributions to medical and prescription premiums.
We currently pay up to 97% of employees’ monthly premium costs.
Pension.
Full-time employees are vested after five years of services.
401(k) with up to 4% contribution match.
The 401(k) is offered in addition to the pension.
Paid vacation, personal days, sick days, bereavement days and parental leave.
Career development.
Tuition reimbursement program for higher education and industry designations.
Company-paid basic life insurance
Short- and long-term disability insurance
Orthodontic coverage for children and adults
Adoption assistance
Fertility and infertility coverage
Well-being programs
Paid volunteer hours for service to your community
Dollar-for-dollar matching of your charitable gifts each year.