Customer Advocate I
Position Summary
Under close supervision, uses various platforms to actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer possible solutions by using knowledge of company products, services, and policies to assist customers with inquiries, complaints, or problems.
Responsibilities
- Utilize various platforms to respond to inquiries from customers.
- Apply a working knowledge of ERIE and department policies and procedures to conduct business‑appropriate conversations and direct customers to the appropriate business decision.
- Resolve issues within scope of authority; escalate to the appropriate area/person of authority as determined by company/department policy and procedure.
- Manage and service office account books of business in accordance with ERIE policy and procedures, within scope of authority.
- Apply proficient knowledge of ERIE systems and products by responding to callers’ concerns for all lines of business, making billing arrangements, correcting errors (accounting, underwriting, policy issues) with resolution, and documenting accordingly.
- Attend training and informational meetings to maintain a working knowledge of ERIE policies, procedures, processing systems, industry knowledge, and applicable licensure.
- Train and mentor less‑experienced staff and act as a subject‑matter expert (SME) for the department and projects, as applicable.
Qualifications
- Bachelor’s degree required; or Associate degree plus two years’ experience in a call center, customer service, insurance operations, or related field; or High School Diploma/GED plus four years’ experience in a call center, customer service, insurance operations, or related field.
- Knowledge of billing practices and procedures preferred.
- Demonstrated ability to type a minimum of 28 words per minute preferred.
- Proficiency with word‑processing and spreadsheet software required.
- Must be able to work a schedule commensurate with department hours and follow ERIE’s holiday schedule.
- License in Property and Casualty insurance and/or other licenses as required by changing compliance requirements.
- Preferred designations or courses: General Insurance (INS 21, 22, 23), AIS (Associate in Insurance Services).
- Physical requirements: occasional lifting/moving of 0‑20 lb; occasional lifting/moving of 20‑50 lb; occasional ability to move over 50 lb using lifting aid; occasional driving; occasional pushing/pulling/moving wheeled objects; frequent manual keying/data entry; occasional climbing/accessing heights.
Capabilities
- Detail Orientation
- Values Diversity
- Nimble Learning
- Self‑Development
- Collaborates
- Job‑Specific Knowledge
- Customer Focus
- Cultivates Innovation
- Optimizes Work Processes (IC)
- Instills Trust
- Ensures Accountability
- Decision Quality
Pay
Salary range: $44,936.00 – $71,781.00 (national range; actual salary depends on location, experience, role level, and other factors). The hourly pay rate for this role is $24.54 and is non‑negotiable. Position may be eligible for an annual bonus payment.
Benefits
- Premier health, prescription, dental, and vision benefits for you and your dependents; coverage begins on the first day of work.
- Low contributions to medical and prescription premiums; Erie pays up to 97% of employees’ monthly premium costs.
- Traditional pension plan (among the 2% of Fortune 500 companies offering one); full‑time employees vest after five years of service.
- 401(k) with up to 4% contribution match, offered in addition to the pension.
- Paid time off including vacation, personal days, sick days, bereavement days, and parental leave.
- Career development opportunities, including tuition reimbursement for higher education and industry designations.
- Additional benefits: company‑paid basic life insurance; short‑ and long‑term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well‑being programs; paid volunteer hours; and dollar‑for‑dollar matching of charitable gifts each year.
Schedule
Training lasts approximately 16 weeks and requires on‑site attendance Monday – Friday, 8:00 AM – 4:00 PM. Vacation time may not be used during training unless approved by a supervisor. After training, schedules may vary Monday – Friday between 8:00 AM and 7:00 PM, and employees must be available to work Saturdays from 9:00 AM to 4:30 PM.