AF Customer Advocate Rep (Hybrid/Remote)

AFA American Fidelity Assurance Company; United States; Remote; USD 48,000 - 64,000; Full time

Job summary

AFA American Fidelity Assurance Company is seeking a customer service oriented professional to address multi-channel communications, evaluate complex factors across products, and deliver solutions that enhance customer loyalty.

The role requires strong written and verbal communication, problem solving, and the ability to work effectively under pressure in a fast-paced setting. It emphasizes timely responses and cross-functional collaboration to improve the overall customer experience.

Qualifications

• Excellent verbal and written communication skills.
• Interpersonal skills and the ability to develop and maintain relationships.
• Good organizational, administrative and time management skills.
• Ability to be action oriented and focus on timely completion of tasks.
• Excellent decision quality and critical thinking.

Responsibilities

• Address multi-channel customer communications promptly and respond to needs to retain business and loyalty.
• Provide consult support for complex customer inquiries and research-driven resolutions.
• Maintain performance metrics for call handling, schedule adherence and productivity in a fast-paced environment.

Skills

Verbal communication

Written communication

Interpersonal skills

Organizational skills

Time management

Active listening

Adaptability

Stress tolerance

Spanish language

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 Corporate Careers | Sales Careers | Internships | APL American Fidelity is a certified Great Place to Work for All! No matter where you work in the organization, you have a chance to make a difference. Our culture focuses on helping Colleagues to be their best! We work hard to make a difference to our Customers and community, focus on teamwork and collaboration and always offer a different perspective - a different opinion. We want to meet you! Share your information directly with our American Fidelity recruiting team and join our talent pipeline! American Fidelity specializes in the education, public sector, automotive and healthcare industries with products like group and individual life, health and annuity services as well as other financial security products and services. We’re focused on offering a different opinion to our Customers – making things easier for them by providing benefits administration and education. For our policyholders, we help provide financial security through our benefit offerings, which provide coverage for some of life’s worst events – cancer, accidents, critical illnesses, death and more – and for some of life’s best – childbirth, retirement and more. Learn more about us!