Customer Care Advocate

Job Summary

Processing routine and complex inquiries to provide high quality service to internal and external customers. The job’s core deliverables rely on delivering service to internal and external customers. It will also involve sharing subject matter expertise with others in the organization or supporting others in their efforts to deliver on our promise.

Principal Duties & Responsibilities

• Handles inquiries involving group life, disability and absence including claims, medical underwriting, and continuation of coverage

• Handles first notices of loss for group life, disability and absence claims via telephone and non-phone channels of work

• Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner

• Meets established departmental quality, service, phone metric, and productivity objectives

• Prepares documents, communications and other materials using established formats and standard software

• Resolves standard and complex inquiries and problems, defers more complex queries to the senior advocate or leadership in order to provide an effective service and clear advice to colleagues and customers

• Liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently

• Provides feedback and recommendations to the team to improve the quality of customer care

• Follows procedures to ensure adherence to the company´s risk and compliance policies

• Assists co-workers with knowledge and support

• Mandatory Overtime during Peak Periods/Shift Work/Holiday Work, as required

• Other duties as assigned by Team Manager or other member of Management team.

Education & Experience Required

• Minimum Required High School Diploma or Equivalent
• Minimum Required 6 or more months of contact center or customer service experience

Or an equivalent combination of education and experience

Job Knowledge & Skills

• Insurance industry knowledge

• Proficiency with windows-based software applications

• Proven ability to navigate through multiple systems and applications

• Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word

• Proficiency in keyboarding skills

• Detail oriented

• Strong verbal and written communication skills

• Data entry experience

• Demonstrated practical understanding of how processes and systems in own area of work relate to the management of risk and compliance

• Demonstrated commitment to corporate and service values

• Takes accountability for participating in the performance management cycle

• Takes action to improve performance on the job and to manage own personal development

Competencies

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations