AF Customer Advocate Associate Rep (Hybrid/Remote)

AFA American Fidelity Assurance Company; Oklahoma; Remote; USD 50,204 - 77,533; Full time

Job summary

AFA American Fidelity Assurance Company is seeking a customer communications professional in the United States. The role focuses on timely, accurate responses across multiple channels, evaluating complex factors to tailor clear messages for customers.

The position requires strong written and verbal communication, problem solving, and the ability to work in a fast-paced environment while maintaining a positive, customer-centric approach. Bilingual abilities are a plus.

Qualifications

• Excellent verbal and written communication skills with clear articulation.
• Strong interpersonal skills to build and maintain relationships.
• Proficient in organization, time management, and multitasking.

Responsibilities

• Address and respond to multi-channel customer inquiries promptly to retain business and loyalty.
• Provide consult support for complex inquiries and research issues to deliver timely resolutions.
• Maintain adherence to team metrics and schedules while delivering quality customer experiences.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Problem solving

Microsoft Office

Spanish (nice-to-have)

Job description

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 share a positive, collaborative tone which supports the team and department environment.

Skills

• 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

Compensation

Compensation range: ($50,204.43-$77,532.97/yr) plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and geographic location. For a general description of all employment benefits, click here.