Customer Experience Representative

3 weeks ago

Birmingham AL USA, United States Protective Life Insurance Company Full time
About the Role

We are seeking a highly skilled and empathetic Customer Experience Advocate to join our team at Protective Life Insurance Company. As a key member of our customer service team, you will play a critical role in delivering exceptional service to our policyholders, ensuring their needs are met and their concerns are addressed.

Key Responsibilities
  • Handle customer interactions across multiple lines of business, providing professional and engaging service to policyholders.
  • Approach problems logically and with good judgment to ensure the appropriate customer outcome.
  • Counsel customers through difficult life situations, demonstrating empathy and understanding.
  • Make appropriate decisions on behalf of our customers quickly and effectively, prioritizing work to ensure efficiency.
  • Abide by all applicable regulatory and department practices and procedures.
Requirements
  • 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 and Skills
  • 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.
  • 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.
What We Offer

We offer a competitive salary range of $42,000 to $45,000, depending on factors such as job location, skills, and experience. Our benefits package includes health, dental, and vision insurance, mental health benefits, an employee assistance program, paid time off, paid parental leave, short-term disability, and a cultural observance day. We also offer a 401(k) plan with company matching and contributions to healthcare accounts. Our goal is to protect our employees' wellbeing through a broad benefits offering.

About Us

At Protective Life Insurance Company, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. 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. 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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