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Customer Experience Advocate (Hybrid)

Company: Protective Life Insurance Company
Location: Covington
Posted on: November 23, 2022

Job Description:

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.
The Customer Experience Advocate (CXA) is responsible for delivering customer satisfaction on every call received from Protective Life policyholders. Good communication, multitasking skills and decision making skills are required to effectively interpret the customer needs and provide service in an environment involving sensitive customer information.The primary responsibility for this position is to handle customer interactions across multiple lines of business by being able to approach problems logically and with good judgement to ensure the appropriate customer outcome. The customer experience advocate must be able to make appropriate decisions on behalf of our customers quickly and effectively, prioritize work to ensure efficiency, and abide by all applicable regulatory and department practices and procedures. Additionally, has the ability to work independently and in a team environment.
Training for this position is in the office and begins 12/5 from 9:00a-5:30p eastern time.
This is position will start Hybrid after Training ( in office 3 days a week and Work from Home 2 days ) but can lead to a Work from Home Full-Time. Primary Job Function:

  • Customer Experience Advocates communicate with customers primarily through phone, e-mail, and chat, and utilize a variety of software tools to navigate policy or contract information, research and review products, and communicate effective solutions in a fast-paced environment.
  • The CXA is responsible for accurately documenting and resolving customers' requests for account information and updates. This individual understands the digital customer experience and teaches customers about easier and more efficient ways they can resolve future requests.
  • Consistently meets or exceeds established call center, team and individual goals.
  • The CXA identifies and escalates opportunities to enhance the universal customer experience based on trends identified across multiple customer interactions.Qualifications:
    • Call Center experience preferred but not required
    • Prior customer service experience required (minimum 12 months)
    • High school diploma or equivalent required
    • Able to meet minimum department standards within a specified period of time
    • PC experience with knowledge of Microsoft Office required
    • Flexible to work any shift within the contact center Hours of Operation (Monday-Thursday 8:00am - 6:30pm / Friday 8:00am - 6:00pm EST)
    • Work schedules will vary. Candidates must be willing to work schedules during our operating hours and based on business needs which may include overtime hours
    • This position requires that you attend the training as scheduled Competencies / Skills Required:
      • Technology Skills - Skilled in the use of computers, telephones, and headsets. Adapts to new technology, keeps abreast of changes, learns new programs quickly, and can work with multiple computer systems effectively and efficiently in a fast-paced environment. Ability to troubleshoot minor technical issues and can effectively communicate equipment/system needs with a technical support team or manager.
      • Communication Skills - Listens attentively and actively, asks clarifying questions and manages distractions and interruptions. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills as well as the ability to handle confidential or sensitive information with discretion.
      • Dependability -Meets attendance/punctuality requirements.
      • Adaptability - Is able to complete all company required, job specific, and departmental training. Embraces change, sets personal standards to align with or exceed departmental expectations, and stays focused under pressure.

        Employee Benefits: We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards. Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.
        Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
        We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
        We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Keywords: Protective Life Insurance Company, Covington , Customer Experience Advocate (Hybrid), Other , Covington, Kentucky

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