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

REMOTE Customer Advocate Associate Rep

AFA / Worksite

Description:

Fully Remote Position - Multiple Openings (required to be 150 miles outside of Oklahoma City)

Building your career at American Fidelity means joining an organization that is focused on providing a positive, collaborative and flexible work environment where Colleagues know their purpose and are a valued and essential part of what we do.

We work hard to make a difference to our Customers and community, focus on teamwork, strive to be transparent and inclusive and celebrate being a Great Place to Work for All.

Our Customer advocates provide top-level support to our Customers through a variety of phone, email, chat and in-person interactions regarding insurance policies, flexible spending accounts, employer billings and other American Fidelity products. This position serves as the first and main interaction between our Company and our Customers and advocates for our Customers during their times of need. Having a passion for serving others and being able to find creative solutions is key to success in this role. We are also looking for team players who enjoy working together to reach common goals to help make things easier for our Customers. 

American Fidelity Assurance Company is a supplemental benefits provider serving more than 1 million policyholders across 49 states with a focus on offering a different opinion for Customers in the education, public sector, auto retail and healthcare industries. We have more than 2,000 Colleagues across the U.S., with an average tenure of 10 years.

*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 judgment 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.