Customer Experience Advocate - Hybrid/Remote

American Public Life Insurance Company; Oklahoma City (OK); Hybrid; USD 50,204 - 77,532; Full time

Benefits offered by this job

Annual discretionary bonus

Job summary

American Public Life Insurance Company in Oklahoma City is seeking an AF Customer Advocate Associate Rep to handle multi-channel customer communications in a fast-paced, hybrid/remote role. You will evaluate and advise on a range of AFA products, deliver clear explanations, and maintain high service levels to retain business.

You will research complex inquiries, provide timely resolutions, and support leadership by identifying recurring issues.

Qualifications

• Excellent verbal and written communication skills with clear enunciation.
• Strong interpersonal, organizational and time management abilities.
• Proven ability to handle multiple channels with accuracy and care.
• Comfort with fast-paced environments and changing priorities.
• Ability to research, analyze, and resolve customer inquiries thoughtfully.
• Bilingual Spanish is a plus but not required.

Responsibilities

• Ensure multi-channel customer communications are addressed promptly and consistently.
• Evaluate factors across AFA products to tailor simple, clear messages.
• Provide consultative support for complex inquiries requiring extra research.
• Inform leadership of recurring issues and contribute to process improvements.
• Maintain professional, positive service tone under pressure.
• Meet or exceed team metrics for call handling, response times, and availability.

Skills

Excellent verbal and written comms

Interpersonal skills

Time management

Action oriented

Decision quality

Microsoft Office

Drive for results

Creative problem solving

Critical thinking

Active listening

Adaptability / resilience

Spanish language (nice to have)

Customer experience focus

Tools

Microsoft Office

Job description

American Public Life Insurance Company in Oklahoma City is seeking an AF Customer Advocate Associate Rep to handle multi-channel customer communications in a fast-paced, hybrid/remote role. You will evaluate and advise on a range of AFA products, deliver clear explanations, and maintain high service levels to retain business.

You will research complex inquiries, provide timely resolutions, and support leadership by identifying recurring issues.