AF Customer Advocate Rep (Hybrid/Remote)

American Fidelity • Oklahoma AF Corporate Home Office, OK

1d

About The Position

The Customer Advocate Rep ensures customer communications across multiple channels are addressed consistently and promptly to meet customer needs, retain business, and build loyalty. The role evaluates and advises on moderately complex factors involving a broad range of AFA products and services, applying company policies, insurance law, IRS guidelines, coverage records, and adjusting and billing guidelines. It translates complex information into clear messages customers can understand.

The representative provides professional, knowledgeable, and positive customer support in a fast-paced environment. The role researches and analyzes complex inquiries and complaints, provides consultative support and resolutions, communicates emerging common issues to leadership, and proactively adapts to updated processes and strategies.

The position also requires adherence to 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. Representatives are expected to contribute a positive, collaborative tone that supports the team and department.

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 focus on action and timely task completion.
• Excellent decision quality and critical-thinking skills.
• Exceptional keyboard skills and proficiency with Windows-based PC software and Microsoft Office.
• Self-motivation and a drive for results.
• Ability to find creative solutions to customer needs.
• 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

• May need the ability to speak Spanish.

Responsibilities

• Address and respond to customer communications across multiple channels consistently and promptly.
• Evaluate and advise on moderately complex factors across a broad range of AFA products and services, in accordance with 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 requiring additional research.
• Research and analyze customer complaints and provide resolutions that support timely, customer-focused service.
• Inform leadership promptly when common issues arise.
• Adapt to updated processes and strategies and proactively identify and communicate solutions.
• 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.
• Maintain a positive, collaborative tone that supports the team and department environment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed