AF Customer Advocate Associate Rep (Hybrid/Remote)

About the role

Ensures multi-channel and omni-channel customer communications are addressed and responded to consistently and timely in a manner that satisfies customer needs, helps retain business, and builds customer loyalty. Evaluates and advises on a multitude of moderately complex factors covering a wide variety of AFA products and services. Requires a high degree of analysis and judgment in accordance with company policies, insurance law, IRS guidelines, coverage records, and adjusting/billing guidelines while tailoring complex information into simple messages customers understand.

Acts professionally and knowledgeably, working effectively under pressure in a fast-paced environment while maintaining excellent written and verbal communication skills. Embraces change, implements updated processes and strategies proactively, and demonstrates problem-solving abilities. Provides consultative support for complex customer inquiries requiring additional research, informs leadership of common issues, and analyzes customer complaints to deliver timely, customer-focused resolutions.

Consistently adheres to team and department metrics, including call flow accuracy, schedule adherence, availability, and productivity requirements. Maintains a positive, collaborative tone to support the team and department environment.

Responsibilities

• Respond to multi-channel and omni-channel customer communications consistently and timely to meet customer needs and build loyalty.
• Analyze and advise on moderately complex factors related to AFA products and services in accordance with company policies, insurance law, IRS guidelines, and coverage records.
• Communicate complex information in a simple, understandable manner for customers.
• Provide consultative support for complex customer inquiries requiring additional research.
• Research and analyze customer complaints to provide effective resolutions.
• Inform leadership immediately if common issues arise.
• Maintain adherence to team/department metrics, including call flow accuracy, schedule availability, and productivity requirements.
• Achieve minimum work schedule and attendance adherence while maintaining a positive, collaborative team environment.

Skills

• Excellent verbal and written communication skills, with clear enunciation.
• Strong interpersonal skills and ability to develop relationships with peers and leaders.
• Good organizational, administrative, and time management skills.
• Action-oriented with a focus on timely task completion.
• Excellent decision-making abilities.
• Proficient in keyboard use, PC Windows-based software, and Microsoft Office.
• Self-motivated with a drive for results.
• Creative problem-solving for customer needs.
• Critical thinking and active listening skills.
• Adaptability, stress tolerance, empathy, and resilience.
• Prompt, reliable, and flexible with work schedule, including willingness to work overtime as needed.
• Ability to maintain composure and a positive tone under pressure.
• Compassion for customers with evolving needs.
• Focus on providing the best customer experience.
• Ability to speak Spanish may be required.

Pay

Compensation range: $50,204.43–$77,532.97 per year. Eligible for an annual discretionary company bonus. Actual compensation within this range will depend on skills, experience, qualifications, and geographic location.

Benefits

For a general description of all employment benefits, visit the company’s benefits page.