Customer Experience Advocate

Protective Life; Nebraska; On-site; USD 42,000 - 65,000; Full time

Job summary

Protective Life is seeking a Customer Experience Advocate to support policyholders and partners with accurate, empathetic service in a fast-paced environment. You will interpret customer needs, provide precise resolutions, and safeguard sensitive information while upholding the company’s standards for a positive customer experience.

In this role you will communicate via phone, email, and chat using multiple software tools, document requests, educate customers on self-service options, and strive

Qualifications

• 2+ years of customer service experience in fast-paced settings.
• High school diploma required; annuity/finance knowledge preferred.
• Excellent written and verbal communication; attention to detail.

Responsibilities

• Communicate with customers via phone, email, and chat using multiple software tools to access policy details and provide solutions.
• Accurately document and resolve requests for account information and updates; educate customers on self-service options.
• Consistently meet or exceed call center, team, and individual performance goals.
• Identify trends or opportunities to improve the overall customer experience across interactions.
• Other duties as assigned.

Skills

Communication

Customer Focus

Technical Proficiency

Problem-Solving

Adaptability

Education

High school diploma

Industry training/certifications

Tools

CRM software

Job description

At Protective Life, our Customer Experience Advocate Team (CXAT) plays a vital role in delivering exceptional service and support for our policyholders and partners. As a Customer Experience Advocate, you will be the trusted resource for handling inquiries that require in-depth product knowledge and precision. This position calls for strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. You’ll interpret customer needs, provide accurate resolutions, and exercise sound judgment while managing sensitive information--all while contributing to our mission of creating a positive, professional experience for every customer interaction.

Job Responsibilities:

• Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment.
• Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service.
• Consistently meet or exceed established call center, team, and individual performance goals.
• Identify and elevate trends or opportunities to improve the overall customer experience across multiple interactions.
• Other duties as assigned.

Skills & Abilities:

• Communication & Interpersonal Skills: Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently.
• Customer Focus: Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.
• Technical Proficiency: Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments.
• Problem-Solving & Organization: Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.
• Adaptability & Performance: Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.

Experience:

• Customer Service Expertise: 2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction.
• Industry Knowledge & Education: High school diploma required; prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.