AF Customer Advocate Rep (Hybrid/Remote)

American-Fidelity-Assurance-Company; United States; Remote; USD 32,000 - 42,000; Full time

Job summary

American-Fidelity-Assurance-Company is seeking a customer service professional to address multi-channel inquiries with accuracy and empathy, ensuring timely responses that satisfy customers and help retain business.

You will evaluate moderately complex factors across AFA products, tailor explanations for clear understanding, and provide resolutions consistent with company policies, insurance guidelines, and IRS rules.

Qualifications

• Excellent verbal and written communication; strong interpersonal and organizational skills.

Responsibilities

• Respond to multi-channel customer inquiries in a timely, accurate manner.
• Analyze customer issues and provide resolutions aligned with company policies.

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.SKILLSExcellent verbal and written communication skills with special attention to speaking clearly and enunciatingInterpersonal skills and the ability to develop and maintain relationships with peers and leadersGood organizational, administrative and time management skillsAbility to be action oriented and focus on timely completion of tasksExcellent decision qualityExceptional skills in keyboard, PC Windows-based software and Microsoft OfficeDrive for results through self-motivationCreative in finding solutions to Customers needsCritical thinkingActive listening skillsAdaptability, stress tolerance, empathy and resiliencePrompt and reliableAbility to be flexible in work schedule, including a willingness to work overtime as neededAbility to keep composure and retain a positive tone and attitudeCompassion for Customers with their changing needsFocused on providing the best Customer ExperienceMay need the ability to speak Spanish#AFC