AF Customer Advocate Rep (Hybrid/Remote)

American Fidelity Corporation; Oklahoma; Remote; USD 36,000 - 48,000; Full time

Job summary

American Fidelity Corporation is seeking a detail-oriented customer communications specialist to address multi-channel inquiries with accuracy and empathy. You will analyze complex factors to simplify messaging and ensure customer understanding, while maintaining professional composure under pressure.

In a fast-paced environment, you will research and resolve complex inquiries, escalate when needed, and help sustain performance metrics such as response times, schedule adherence, and customer

Qualifications

• Excellent verbal and written communication with clear enunciation.
• Interpersonal skills to build relationships with peers and leaders.
• Strong organizational and time management abilities.

Responsibilities

• Address and respond to multi-channel and omni-channel customer communications promptly to satisfy needs and foster loyalty.
• Provide consult support for complex inquiries, researching and resolving issues with leadership informed of recurring problems.
• Maintain adherence to team metrics and schedules while delivering a positive, collaborative tone.

Skills

Verbal communication

Written communication

Interpersonal skills

Organizational skills

Time management

Decision quality

MS Office

Problem solving

Active listening

Adaptability

Spanish language (optional)

Tools

Windows PC

CRM basics

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.

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

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