Customer Experience Advocate (Hybrid)
Company: Protective Life Insurance Company
Posted on: January 25, 2023
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
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
- 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
- Consistently meets or exceeds established call center, team and
- 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
- 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
- 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
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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