Customer Advocate Representative

American Fidelity

. Ensure multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely .

Posted 10/26/2026full-timeRemote • Oklahoma • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong verbal and written communication skills, critical thinking, and the ability to provide timely, customer-focused resolutions. Proficient in evaluating moderately complex factors related to AFA products and services while maintaining a positive and collaborative team environment.

Highest-signal resume keywords

Excellent Verbal And Written Communication SkillsCustomer Experience FocusCritical ThinkingTime Management SkillsAbility To Evaluate AFA Products And Services

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AFA Products And Services EvaluationCall Flow AccuracySchedule AdherenceCommunication Volume ManagementAverage Handle TimesAfter-Call Work TimesMicrosoft Office ProficiencyPC Windows-Based Software Skills

Soft Skills

Interpersonal SkillsOrganizational SkillsAdaptabilityEmpathyStress ToleranceActive ListeningCreativity In Problem SolvingSelf-Motivation

Industry Keywords

Customer CommunicationsOmni-Channel SupportInsurance LawIRS GuidelinesAdjusting/Billing Guidelines

About the role

Key responsibilities & impact

Ensure multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely
Evaluate and advise on a wide variety of moderately complex factors covering AFA products and services
Communicate and tailor complex factors into simple messages Customers understand
Work professionally and knowledgeably under pressure in a fast-paced environment
Implement updated processes and strategies proactively
Research complex Customer inquiries and provide consultative support
Inform leadership when common issues arise
Research and analyze Customer complaints to provide timely, Customer-focused resolutions
Meet or exceed team and department performance, schedule, and attendance metrics
Maintain a positive, collaborative tone that supports the team and department environment

Requirements

What you’ll need

Excellent verbal and written communication skills with special attention to speaking clearly and enunciating
Interpersonal skills and the ability to develop and maintain relationships with peers and leaders
Good organizational, administrative and time management skills
Ability to be action oriented and focus on timely completion of tasks
Excellent decision quality
Exceptional skills in keyboard, PC Windows-based software and Microsoft Office
Drive for results through self-motivation
Creative in finding solutions to Customers needs
Critical thinking
Active listening skills
Adaptability, stress tolerance, empathy and resilience
Prompt and reliable
Ability to be flexible in work schedule, including a willingness to work overtime as needed
Ability to keep composure and retain a positive tone and attitude
Compassion for Customers with their changing needs
Focused on providing the best Customer Experience
May need the ability to speak Spanish
Ability to evaluate and advise on moderately complex factors related to AFA products and services in accordance with Company policies, insurance law, IRS guidelines, coverage records, and adjusting/billing guidelines
Ability to meet team/department metrics, including call flow accuracy, schedule adherence, availability, communication volume, average handle times, after-call work times, work schedule, and attendance adherence