Customer Experience Advocate

Protective Life Corporation; Northern (KY); Hybrid; USD 42,000 - 45,000; Full time

Job summary

Protective Life Corporation is seeking a Customer Experience Advocate to handle inquiries requiring in-depth product knowledge with precision. You will communicate via phone, email, and chat, documenting requests and educating customers on digital self-service tools.

Ideal candidates have 2+ years in customer service, a high school diploma, and the ability to multitask in a fast-paced environment while meeting performance goals.

Qualifications

• Excellent written and verbal communication, active listening, adaptability to customer needs.
• Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.
• Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes.
• Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.
• Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.

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

Communication & Interpersonal Skills

Customer Focus

Technical Proficiency

Problem-Solving & Organization

Adaptability & Performance

Education

High school diploma

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.

$41,600 - $45,000 a year

Protective’s targeted salary range for this position is $41,600 to $45,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.

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Minimum internet performance standards may apply for this role.