[Remote] Customer Advocate Associate

Note: The job is a remote job and is open to candidates in USA. American Fidelity is seeking a Customer Advocate Associate to ensure timely and consistent multi-channel customer communications. The role involves evaluating customer needs, providing solutions, and maintaining high standards of customer service while adhering to company policies and guidelines.

Responsibilities

• 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

Skills

• 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
• Requires a high degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage record and adjusting/billing guidelines
• Acts in a professional, knowledgeable, positive manner and works effectively under pressure in a very fast paced environment
• Maintains excellent written and verbal communication skills
• Embraces change and positively implements updated process and strategy
• Demonstrates 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
• Utilizes ability to research and analyze Customer complaints in order to provide resolutions
• 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
• Possesses and shares a positive, collaborative tone which supports the team and department environment
• 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
• Ability to speak Spanish

Benefits

• May be eligible for an annual discretionary company bonus

Company Overview

Company H1B Sponsorship