Customer Experience Advocate

Job Responsibilities:

Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment.

Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service.

Consistently meet or exceed established call center, team, and individual performance goals.

Identify and escalate trends or opportunities to improve the overall customer experience across multiple interactions.

Other duties as assigned.

Skills & Abilities:

Communication & Interpersonal Skills: Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently.

Customer Focus: Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.

Technical Proficiency: Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments.

Problem-Solving & Organization: Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.

Adaptability & Performance: Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.

Experience:

Customer Service Expertise: 2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction.

Industry Knowledge & Education: High school diploma required; prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.