Customer Advocate Associate - Apl

This position requires the ability and flexibility to work an 8-hour shift between the hours of 7am through 7pm Central Standard Time, Monday through Friday.

Ensures multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely in a manner which satisfies Customers' needs and helps to retain business and build customer loyalty by evaluating and advising on a multitude of moderately complex factors which cover a large variety of AFA products and services. Requires a high degree of analysis and judgment in accordance with Company policies, insurance law, IRS guidelines, coverage record and adjusting/billing guidelines while communicating/tailoring complex factors into a simplistic message that the Customer understands.
Acts in a professional, knowledgeable, positive manner and works effectively under pressure when needed in a very fast paced environment while maintaining excellent written and verbal communication skills. Embraces change and positively implements updated process and strategy by demonstrating a proactive approach for problem solving and work solutions; informs leadership immediately if common issue arises and utilizes ability to research and analyze Customer complaints in order to provide resolutions which support a culture of timely, Customer focused, responses which serve to DELIGHT the AFA Customer
Demonstrates good judgment and leverages past experience to successfully adhere to team goals such as providing expected customer experiences consistently, meeting schedule adherence and attendance goals; obtains and maintains call flow certification with a sustained high level of call flow accuracy; meets or exceeds stated team and department production goals, while going above and beyond the call of duty in unique situations to provide a first call resolution for the Customer.