Customer Experience Advocate

Protective•Nebraska - Virtual, NE

1d•$41,600 - $45,000

About The Position

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against lifeâ€™s uncertainties. Regardless of where you work within the company, youâ€™ll be helping provide protection and peace of mind when our customers need it most. At Protective Life, our Customer Experience Advocate Team (CXAT) plays a vital role in delivering exceptional service and support for our policyholders and partners. As a Customer Experience Advocate, you will be the trusted resource for handling inquiries that require in-depth product knowledge and precision. This position calls for strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. Youâ€™ll interpret customer needs, provide accurate resolutions, and exercise sound judgment while managing sensitive information--all while contributing to our mission of creating a positive, professional experience for every customer interaction.

Requirements

Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently.
Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.
Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments.
Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.
Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.
2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction.
High school diploma required.

Nice To Haves

Prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.

Responsibilities

Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment.
Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service.
Consistently meet or exceed established call center, team, and individual performance goals.
Identify and escalate trends or opportunities to improve the overall customer experience across multiple interactions.
Other duties as assigned.