Customer Experience Advocate

2 weeks ago

Birmingham, United States Protective Life Corporation Full time

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.

A successful Customer Experience Advocate delivers engaging and professional service during every interaction with Protective Life policyholders.

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 judgment to ensure the appropriate customer outcome.

This role requires a high level of empathy and ability to counsel customers through difficult life situations.

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.

This position is an in-office position with the potential for hybrid work.

Qualifications:

High school diploma or equivalent required.Prior customer service experience required (minimum 12 months)Inbound Call Center experience preferred.Ability to meet minimum department standards related to call times and customer satisfaction.PC experience with knowledge of Microsoft Office required.Aptitude to learn our technology and balance using multiple systems simultaneously.Confidence in handling conflict resolution and in leading difficult conversations.Strong organizational and prioritization skills

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.

Candidates should be flexible to work any shift within our onsite Contact Center.

Our hours of operation are Monday-Thursday 7:00am - 6:30pm / Friday 7:00am - 5:00pm CST.

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 -- training is expected to start on June 10th, 2024 and will run approximately through July 8th, 2024 .

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 all skills and abilities. Our aim is to create an equitable 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.

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