AF Customer Advocate Rep (Hybrid/Remote)

American Fidelity Corporation; Lawton (OK); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Flexible schedule

Job summary

American Fidelity Corporation in Lawton, OK is seeking a Customer Service Representative to address multi-channel communications and deliver timely, accurate information across AFC products and services.

The role emphasizes strong communication, problem solving, and teamwork, with flexibility for overtime when needed and a focus on exceptional customer experience.

Qualifications

• Excellent verbal and written communication skills.
• Interpersonal skills and ability to build relationships.
• Strong organizational and time management abilities.
• Action oriented with timely task completion.
• Excellent decision quality.
• Proficient with keyboard and Microsoft Office.
• Creative problem solving and research abilities.
• Strong active listening and critical thinking.
• Adaptable under stress with resilience.
• Reliable with potential overtime when needed.
• Willingness to speak Spanish is a plus.

Responsibilities

• Address multi-channel and omni-channel customer communications consistently and timely.
• Evaluate and advise on moderately complex factors across AFC products and services.
• Provide consult support for complex inquiries requiring additional research.
• Share information with leadership when issues arise and resolve customer complaints.
• Adhere to team metrics on call quality, schedule adherence, and handle times.
• Maintain a positive, collaborative tone to support the team and department.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Decision quality

Microsoft Office

Problem solving

Active listening

Adaptability

Overtime willingness

Spanish speaking

Customer focus

Job description

• 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.
  

• 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

• 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
  

#AFC