[Remote] Customer Advocate Associate

Note: The job is a remote job and is open to candidates in USA. American Fidelity is seeking a Customer Advocate Associate to ensure timely and consistent multi-channel customer communications. The role involves evaluating customer needs, providing solutions, and maintaining high standards of customer service while adhering to company policies and guidelines.ResponsibilitiesEnsures 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 servicesRequires 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 understandsActs 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 skillsEmbraces change and positively implements updated process and strategy by demonstrating a proactive approach for problem solving and communicating solutions; provides consult support for complex Customer inquiries needing additional research; informs leadership immediately if common issues arise and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which provide the best Customer ExperienceConsistently follows and adheres to stated team/department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirements, achieves a minimum number of multi-channel and omni-channel Customer communications while maintaining average handle times and after call work times which meet stated requirements per team, meets or exceeds minimum work schedule and attendance adherence's, all while possessing and sharing a positive, collaborative tone which supports the team and department environmentSkillsEnsures 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 loyaltyRequires a high degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage record and adjusting/billing guidelinesActs in a professional, knowledgeable, positive manner and works effectively under pressure in a very fast paced environmentMaintains excellent written and verbal communication skillsEmbraces change and positively implements updated process and strategyDemonstrates a proactive approach for problem solving and communicating solutionsProvides consult support for complex Customer inquiries needing additional researchInforms leadership immediately if common issues ariseUtilizes ability to research and analyze Customer complaints in order to provide resolutionsConsistently follows and adheres to stated team/department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirementsAchieves a minimum number of multi-channel and omni-channel Customer communications while maintaining average handle times and after call work times which meet stated requirements per teamMeets or exceeds minimum work schedule and attendance adherencePossesses and shares a positive, collaborative tone which supports the team and department environmentExcellent verbal and written communication skills with special attention to speaking clearly and enunciatingInterpersonal skills and the ability to develop and maintain relationships with peers and leadersGood organizational, administrative and time management skillsAbility to be action oriented and focus on timely completion of tasksExcellent decision qualityExceptional skills in keyboard, PC Windows-based software and Microsoft OfficeDrive for results through self-motivationCreative in finding solutions to Customers needsCritical thinkingActive listening skillsAdaptability, stress tolerance, empathy and resiliencePrompt and reliableAbility to be flexible in work schedule, including a willingness to work overtime as neededAbility to keep composure and retain a positive tone and attitudeCompassion for Customers with their changing needsFocused on providing the best Customer ExperienceAbility to speak SpanishBenefitsMay be eligible for an annual discretionary company bonusCompany OverviewAmerican Fidelity is a life and health insurance company. It was founded in 1960, and is headquartered in Oklahoma City, Oklahoma, USA, with a workforce of 1001-5000 employees. Its website is http://www.americanfidelity.com.Company H1B SponsorshipAmerican Fidelity has a track record of offering H1B sponsorships, with 4 in 2025, 4 in 2024, 6 in 2023, 7 in 2022, 1 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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