Customer Experience Advocate

2 weeks ago

Birmingham, Alabama, 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 Contact Center, you will play a vital 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, utilizing logical thinking and good judgment to resolve issues and achieve positive outcomes.
  • Provide professional and engaging service to policyholders, demonstrating a high level of empathy and understanding in difficult situations.
  • Make informed decisions on behalf of customers, prioritizing work to ensure efficiency and adhering to regulatory and departmental guidelines.
  • Collaborate with internal teams to resolve complex issues and provide seamless support to policyholders.
Requirements
  • High school diploma or equivalent required.
  • Prior customer service experience (minimum 12 months) with a strong track record of delivering excellent service.
  • Inbound Call Center experience preferred.
  • Ability to meet minimum department standards for call times and customer satisfaction.
  • Proficiency in Microsoft Office and aptitude to learn our technology and balance multiple systems simultaneously.
  • Strong organizational and prioritization skills, with the ability to handle conflict resolution and lead difficult conversations.
Competencies and Skills
  • Technology Skills: Skilled in the use of computers, telephones, and headsets, with the ability to adapt to new technology and troubleshoot minor technical issues.
  • Communication Skills: Excellent listening and communication skills, with the ability to manage distractions and interruptions, and handle confidential or sensitive information with discretion.
  • Dependability: Meets attendance and punctuality requirements, with a strong commitment to reliability and accountability.
  • Adaptability: Embraces change, sets personal standards to align with or exceed departmental expectations, and stays focused under pressure.
What We Offer

At Protective Life Insurance Company, we offer a comprehensive benefits package, including health, dental, and vision insurance, mental health benefits, and an employee assistance program. We also provide paid time off, paid parental leave, short-term disability, and a cultural observance day. Additionally, we offer contributions to healthcare accounts, a pension plan, and a 401(k) plan with company matching.

We are committed to providing an inclusive culture where all employees can 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.

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