Policyholder Experience Specialist

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

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.