Customer Advocate Representative

Description

Possesses expert knowledge of multiple products and services to independently manage complex multi-channel and omni-channel customer communications, escalations, and claims while delivering timely resolutions that satisfy customer needs and retain business. Serves as a subject matter expert, researches and analyzes complex issues, provides recommendations, and adjudicates disability, supplemental medical, and other claim types as appropriate. Acts independently in a professional, customer-focused manner in a fast-paced environment. Proactively identifies and resolves issues, researches customer complaints, recommends solutions, and informs leadership of recurring concerns to ensure the best possible customer experience. Consistently meets department metrics, including call quality, schedule adherence, productivity, handle time, and after-call work requirements. Handles customer escalations, trains and develops team members, serves as a primary escalation resource, a...