Customer Experience Advocate & Resolution Specialist

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

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.