American Fidelity ยท 5 months ago
Customer Advocate Associate
United States
Full-time
Remote
New Grad, Entry Level
$49K/yr - $78K/yrAmerican Fidelity is a company that focuses on providing insurance and financial services. They are seeking a Customer Advocate Associate to ensure timely and effective communication with customers, helping to retain business and enhance customer loyalty while navigating complex inquiries and providing solutions.
Financial ServicesHealth InsuranceInsuranceLife Insurance
Responsibilities
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 to retain business and build customer loyalty by evaluating and advising on a multitude of moderately complex factors which cover a large variety of AFA products and services
Acts in a professional, knowledgeable, positive manner and works effectively under pressure when needed in a very fast paced environment while maintaining excellent written and verbal communication skills
Embraces change and positively implements updated process and strategy by demonstrating a proactive approach for problem solving and communicating solutions; provides consult support for complex Customer inquiries needing additional research; informs leadership immediately if common issues arise and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which provide the best Customer Experience
Consistently follows and adheres to stated team/department metrics such as minimum call flow 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
Qualification
Required
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 to retain business and build customer loyalty by evaluating and advising on a multitude of moderately complex factors which cover a large variety of AFA products and services
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 while maintaining excellent written and verbal communication skills
Embraces change and positively implements updated process and strategy by demonstrating a proactive approach for problem solving and communicating solutions
Provides consult support for complex Customer inquiries needing additional research
Informs leadership immediately if common issues arise and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which provide the best Customer Experience
Consistently follows and adheres to stated team/department metrics such as minimum call flow 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
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
Preferred
Ability to speak Spanish
Benefits
May be eligible for an annual discretionary company bonus
For a general description of all employment benefits, click here
Company
American Fidelity
American Fidelity is a life and health insurance company.
Founded in 1960
1001-5000 employees
H1B Sponsorship
American Fidelity has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (6)
2022 (7)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Elizabet Narciandi
Executive Director
Recent News
2025-12-10
2025-11-19
2025-10-23
Company data provided by crunchbase