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

Rep, Customer Advocate

AFA / CERS

Description:

• Utilizes multi-channel and omni-channel Customer communications to address and respond to Customer inquiries in a timely manner and in an effort to help retain business; evaluates and advises on a multitude 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 AF Customer. • Demonstrates good judgment and leverages past experience to successfully adhere to team and individual 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. • Responds to Customer calls, emails, chat, etc., that span across a large variety of AFA Products (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) to support a culture of timely, Customer responses which serve to DELIGHT the AF Customer. Ability to quickly review account information in multiple systems on Customer inquiries that involve Company policies, insurance law, IRS guidelines, coverage record and adjusting/billing guidelines while communicating and tailoring complex information into a simplistic, understandable, and accurate format for Customers. • Documents Customer files to reflect account history, account complaints and resolution, identifies and appropriately escalates priority issues to appropriate resources, follows up on Customer communications when necessary to ensure Customer satisfaction, evaluates Customer requests which require an high degree of analysis and judgment and maintains open communications with Team Leader/Manager to notify of any trending inquiries which need to be further researched. • Consistently follows and adheres to stated team/department metrics such as minimum 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 environment. • Attends training focused on building product knowledge, insurance laws, IRS guidelines, and internal / external system knowledge which increases ability to adapt to a dynamic, quickly changing telecommunications environment and services the Customer in a manner which delights the AFA Customer. • Assist management with various requests, reports and projects as requested by Team Leader, Manager or Department Director.

Requirements:

Analytical skills, judgment skills, interpersonal and team orientation skills, good organizational skills, administrative and time management skills, ability to focus on assigned task to ensure task completion, ability to make 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. Active listening and accurate grammatical 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