Customer Experience Advocate

Protective Life; United States; On-site; USD 42,000 - 45,000; Full time

Job summary

Protective Life is seeking a Customer Experience Advocate to support policyholders and partners across phone, email, and chat, using multiple systems to access policy details and provide effective resolutions in a fast-paced environment.

You will educate customers on digital self-service tools and document requests, while meeting performance goals. Minimum 2+ years in customer service and a high school diploma are required, with industry knowledge in annuities or retirement preferred.

Qualifications

• Excellent written and verbal communication; active listening; ability to navigate multiple systems.
• Empathetic, customer-focused approach with strong attention to detail.
• Comfort with learning new tools and adapting to fast-paced environments.

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 trends or opportunities to improve the overall customer experience across multiple interactions.
• Other duties as assigned

Skills

Communication

Customer focus

Technical proficiency

Problem-solving

Adaptability

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 escape 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

Minimum internet performance standards may apply for this role.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.