Customer Advocate Associate

Join to apply for the Customer Advocate Associate role at American Fidelity

Application closed 3 days ago (first 25 applicants) – note this is a stale posting.

As a Customer Advocate Associate, you will:

• Ensure multi-channel and omni-channel customer communications are addressed and responded to consistently and timely in a manner that satisfies customer needs and helps retain business.
• Evaluate and advise on moderately complex factors covering a variety of AFA products and services, using a high level of analysis and judgment aligned with company policies, insurance law, IRS guidelines and billing guidelines.
• Communicate complex concepts in simple terms to the customer so they understand the outcomes.
• Act professionally, knowledgeable and positive while working effectively under pressure in a fast‑paced environment.
• Embrace change and implement new processes proactively while providing consult support for complex inquiries, researching and analyzing complaints, and informing leadership of recurring issues.
• Maintain team metrics such as call flow accuracy, schedule and availability adherence, hand‑time, after‑call work and attendance, while fostering a positive, collaborative tone.

• Excellent verbal and written communication skills with clear speaking and enunciation.
• Strong interpersonal skills and ability to develop relationships with peers and leaders.
• Good organizational, administrative and time‑management skills.
• Action oriented with emphasis on timely completion of tasks.
• Strong decision quality.
• Competent in keyboard, PC Windows, and Microsoft Office.
• Self‑motivated drive for results.
• Creative problem‑solving for customer needs.
• Critical thinking, active listening.
• Adaptability with stress tolerance, empathy, resilience.
• Prompt, reliable, and flexible in work schedule, including willingness to work overtime.
• Composed and positive tone and attitude.
• Compassion for customers with changing needs.
• Spanish language ability (preferred).

Compensation range: $49,220.03–$77,532.97 per year plus a discretionary annual bonus, based on skills, experience, qualifications and location.

For a general description of all employment benefits, .

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