Department Customer Care
Category Customer Service
City Oklahoma City
State OK
Travel
Involved
Type of
Position
Full-Time

Customer Advocate Assoc Call Center

AFA / Worksite

Description:

*Ensures multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely in a manner which satisfies Customers needs and helps retain business; evaluates and advises on a multitude of moderately complex to routine factors which cover a large variety of AFA products and services (medical and disability claims, groups and individual policy issuance, group and individual billings, policy maintenance of life policies, set up and ongoing maintenance of S125 and FSA/HRA/DDC accounts to include outside systems to support claim handling, and technical questions to support mobile applications and online Customer access paths, adjudication of disability, supplemental medical and flex claims when appropriate) which requires 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 understands *Acts in a professional, knowledgeable, positive manner and works effectively under pressure when needed in a very fast paced environment. Demonstrates a proactive approach for problem solving and work solutions and informs leadership immediately if common issue arises and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which serve to DELIGHT the AFA Customer. *Demonstrates good judgment and leverages past experience to successfully adhere to team goals such as specified schedule adherence and availability goals; obtains and maintains call flow certification with a sustained high level of call flow accuracy; meets or exceeds stated team and department production goals, while going above and beyond the call of duty in unique situations

Requirements:

3-5 years of Customer focused and/or proven call center experience Critical thinking Good analytical skills Good judgement skills Good interpersonal skills (team orientation) Strong organizational, administrative and time management skills Ability to prioritize and multi-task to ensure task completion Ability to make quick, accurate, and appropriate decisions Exceptional skills in keyboard and operating computer systems Ability to self motivate and self lead Excellent verbal and written communication skills Problem analysis and problem solving Good listening skills Excellent judgment, adaptability, stress tolerance and resilience Prompt and reliable Ability to be flexible in work schedule, including a willingness to work overtime as needed Professional attitude Dedicated to providing world class Customer Service Focused on serving and DELIGHTING the Customer May need the ability to speak Spanish. May need Securities License/Series 6 and Series 63 if needed must obtain within 6 months of hire.