Department	Customer Engagement
Category	Customer Service
City	Oklahoma City
State	OK
Travel Involved	0-10%
Type of Position	Full-Time

Remote/Hybrid Customer Advocate Assoc.

AFA / CERS

Description:

For candidates that live within 150 miles of Oklahoma City, the position will be hybrid. For those living outside of 150 miles of Oklahoma City, the position will be fully remote.

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.

*Compensation range: $22.74/hr-$37.18/hr plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience, qualification and geographic location. For a general description of all employment benefits, click here.

Requirements:

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

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