AF Customer Advocate Associate Rep (Hybrid/Remote)

About the Role

Hybrid/Remote

Key Responsibilities

• Ensure multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely to satisfy Customer needs, retain business, and build customer loyalty.
• Evaluate and advise on moderately complex factors covering a large variety of AFA products and services.
• Exercise a high degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage record, and adjusting/billing guidelines.
• Communicate and tailor complex factors into a simplistic message that the Customer understands.
• Act in a professional, knowledgeable, and positive manner.
• Work effectively under pressure in a very fast-paced environment.
• Maintain excellent written and verbal communication skills.
• Embrace change and positively implement updated processes and strategy.
• Demonstrate a proactive approach for problem-solving and communicating solutions.
• Provide consult support for complex Customer inquiries needing additional research.
• Inform leadership immediately if common issues arise.
• Research and analyze Customer complaints to provide resolutions that support timely, Customer-focused responses and the best Customer Experience.
• Consistently follow and adhere to stated team/department metrics, including minimum call flow accuracy levels, schedule adherence, and availability requirements.
• Achieve a minimum number of multi-channel and omni-channel Customer communications while maintaining average handle times and after-call work times that meet stated requirements.
• Meet or exceed minimum work schedule and attendance adherence.
• Possess and share a positive, collaborative tone that supports the team and department environment.

Requirements & Tech Stack

• 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.
• Ability to be action-oriented and focus on timely completion of tasks.
• Excellent decision quality.
• Exceptional skills in keyboard, PC Windows-based software, and Microsoft Office.
• Drive for results through self-motivation.
• Creative in finding solutions to Customers' needs.
• Critical thinking.
• Active listening skills.
• Adaptability, stress tolerance, empathy, and resilience.
• Prompt and reliable.
• Ability to be flexible in work schedule, including a willingness to work overtime as needed.
• Ability to keep composure and retain a positive tone and attitude.
• Compassion for Customers with their changing needs.
• Focused on providing the best Customer Experience.
• May need the ability to speak Spanish.

Compensation

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