AF Customer Advocate Associate Rep (Hybrid/Remote)

Job Summary

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.

Responsibilities

• Evaluates and advises on a multitude of moderately complex factors covering a large variety of AFA products and services.
• Communicates and tailors complex factors into a simplistic message that the Customer understands.
• Works effectively under pressure in a very fast-paced environment.
• Embraces change and positively implements updated processes and strategies.
• Provides consult support for complex Customer inquiries requiring additional research.
• Immediately informs leadership if common issues arise and utilizes ability to research and analyze Customer complaints to provide timely resolutions.
• Follows and adheres to stated team/department metrics such as minimum call flow accuracy levels, schedule adherence, and availability requirements.
• Maintains average handle times and after call work times meeting stated requirements per team.
• Achieves a minimum number of multi-channel and omni-channel Customer communications.
• Maintains a positive, collaborative tone which supports the team and department environment.

Requirements

• High degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage records, and adjusting/billing guidelines.
• Excellent verbal and written communication skills with special attention to speaking clearly and enunciating.
• Interpersonal skills and the ability to develop and maintain relationships with peers and leaders.
• Good organizational, administrative, and time management skills.
• Action-oriented and focuses on timely completion of tasks.
• Exceptional decision-making skills.
• Excellent keyboard, PC Windows-based software, and Microsoft Office skills.
• Adaptable, resilient, and able to manage stress.
• Empathetic and able to listen actively.
• Focused on providing the best Customer Experience.

Qualifications

• May need the ability to speak Spanish.

Benefits

Compensation range: ($50,204.43-$77,532.97/yr) plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and geographic location.

For a general description of all employment benefits, click here.