Policyholder Experience Specialist

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

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.