AF Customer Advocate Rep (Hybrid/Remote)

American Fidelity Assurance Company; Oklahoma; Remote; USD 22,000 - 34,000; Full time

Job summary

American Fidelity Assurance Company seeks a customer-focused representative to handle multi-channel inquiries, evaluate factors across AFC products and advise customers clearly. You will aim to satisfy needs, retain business, and build loyalty in a fast-paced environment.

The role emphasizes strong communication, problem-solving, and adherence to metrics, with flexibility to work overtime and adapt to changing processes while maintaining a positive, empathetic tone.

Qualifications

• Excellent verbal and written communication skills for clear customer interactions.
• Strong interpersonal abilities to build relationships and collaborate.
• Good organizational and time management skills to meet targets.
• Ability to analyze, problem-solve, and provide timely resolutions.
• Active listening, empathy, and adaptability in a fast-paced setting.

Responsibilities

• Respond to multi-channel customer inquiries promptly and accurately.
• Evaluate factors across AFC products to advise customers clearly.
• Maintain call quality, adherence to schedules, and productivity targets.

Skills

Verbal communication

Written communication

Interpersonal skills

Time management

Decision quality

Active listening

Adaptability

Stress tolerance

Empathy

Team collaboration

Overtime flexibility

Spanish language (nice to have)

Tools

Microsoft Office

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

#AFC