What are the responsibilities and job description for the Remote/Hybrid Customer Advocate Assoc. position at American Fidelity Assurance?
Involved
Position
Ensures multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely in a manner which satisfies Customers needs and helps to retain business and build customer loyalty by evaluating and advising on a multitude of moderately complex factors which cover a large variety of AFA products and services. Requires a high degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage record and adjusting/billing guidelines while communicating/tailoring complex factors into a simplistic message that the Customer understands.
Acts in a professional, knowledgeable, positive manner and works effectively under pressure when needed in a very fast paced environment while maintaining excellent written and verbal communication skills. Embraces change and positively implements updated process and strategy by demonstrating aproactive approach for problem solving and work solutions; informs leadership immediately if common issue arises and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which serve to DELIGHT the AFA Customer
Demonstrates good judgment and leverages past experience to successfully adhere to team goals such asproviding expected customer experiences consistently, meeting schedule adherence and attendance goals; obtains and maintains call flow certification with a sustained high level of call flow accuracy; meets or exceeds stated team and department production goals, while going above and beyond the call of duty in unique situations to provide a first call resolution for the Customer.
- Compensation range: $22.74/hr-$37.18/hr plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience, qualification and geographic location. For a general description of all employment benefits, https://americanfidelity.com/careers/corporate-careers/benefits/.
Requirements:
- Critical thinking
- Good analytical skills
- Good judgment skills
- Good interpersonal skills (team orientation)
- Strong organizational, administrative and time management skills
- Ability to prioritize and multi-task to ensure task completion
- Ability to make quick, accurate, and appropriate decisions
- Exceptional skills in keyboard and operating computer systems
- Ability to self motivate and self lead
- Excellent verbal and written communication skills
- Problem analysis and problem solving
- Good listening skills
- Excellent judgment, adaptability, stress tolerance and resilience
- Prompt and reliable
- Ability to be flexible in work schedule, including a willingness to work overtime as needed
- Professional attitude
- Positive attitude
- Confidence
- Dedicated to providing world class Customer Service
- Focused on serving and DELIGHTING the Customer
- May need the ability to speak Spanish
Salary : $37