Customer Advocate I

About the Role

Erie Insurance Group is seeking a Customer Advocate I to join their Customer Service Department at the Westport Office in Millcreek, PA. This role operates under close supervision and involves actively listening to customers to understand their needs, clarify information, and provide solutions using knowledge of company products, services, and policies.

Role Expectations

• This position is part of an inbound contact center.
• Handle approximately 65–75 calls per day from agents, customers, and other stakeholders.
• Calls are monitored for quality.
• Requires strong patience, professionalism, and empathy.

Compensation

• Salary Range: $44,936.00 - $71,781.00 (This is a national range and will vary based on role scope, complexity, skills, education, training, credentials, location, and applicant experience.)
• Hourly Pay Rate: $24.54 (Non-negotiable)
• Position may be eligible for an annual bonus payment.

Training & Schedule Requirements

• Training: Approximately 16 weeks, on-site Monday–Friday, 8:00 AM to 4:00 PM. Vacation time is not permitted during training unless approved by a supervisor.
• Post-Training Schedule: May vary Monday–Friday between 8:00 AM and 7:00 PM.
• Saturday Availability: Required from 9:00 AM to 4:30 PM.
• Must follow ERIE’s holiday schedule.

Key Responsibilities

• Utilize various platforms to respond to customer inquiries.
• Apply working knowledge of ERIE and department policies and procedures to conduct business-appropriate conversations.
• Direct customers to the appropriate business decision.
• Resolve issues within scope of authority; escalate as needed.
• Manage and service office account books of business in accordance with ERIE policy and procedures.
• Apply proficient knowledge of ERIE systems and products to respond to caller concerns across all lines of business.
• Make billing arrangements, correct errors (accounting, underwriting, policy issues), and document resolutions.
• Attend training and informational meetings to maintain knowledge of ERIE policies, procedures, systems, industry knowledge, and applicable licensure.
• Train and mentor less experienced staff.
• Act as a subject matter expert (SME) for the department and projects, as applicable.

Essential Functions

• Responding to inquiries from customers.
• Applying business policies and procedures.
• Resolving issues within scope of authority.
• Managing and servicing office account books of business.
• Applying knowledge of ERIE systems and products.
• Regular and predictable attendance.

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

Requirements & Tech Stack

• Proficiency with word processing and spreadsheet software required.
• Demonstrated ability to type a minimum of 28 words per minute preferred.
• Knowledge of billing practices and procedures preferred.

Qualifications

Minimum Educational and Experience Requirements

• Bachelor's degree required; OR
• Associate degree and two years' experience in a call center, customer service, insurance operations, or relevant field required; OR
• High School Diploma or GED and four years' experience in a call center, customer service, insurance operations, or relevant field required.

Designations and/or Licenses

• License in Property and Casualty insurance and/or licenses based on changing compliance requirements required, as applicable.

Preferred Courses or Designations

• General Insurance (INS 21, 22, 23)
• AIS (Associate in Insurance Services)

Physical Requirements

• Manual Keying/Data Entry/computer use: Frequent (50-80%)
• Lifting/Moving 0-20 lbs: Occasional
• Lifting/Moving 20-50 lbs: Occasional
• Ability to move over 50 lbs using lifting aide equipment: Occasional
• Pushing/Pulling/moving objects, equipment with wheels: Occasional
• Climbing/accessing heights: Rarely
• Driving: Rarely