Customer Advocate Asscociate

Customer Experience / Insurance Support Specialist

This role is responsible for managing multi-channel and omni-channel customer communications in a timely, accurate, and professional manner. The position focuses on resolving moderately complex insurance-related inquiries while delivering a positive customer experience that supports retention and long-term loyalty.

The ideal candidate brings prior insurance experience and demonstrates strong analytical judgment, attention to detail, and the ability to clearly explain complex information in a way customers can easily understand. This role operates invisibility-f individuals; ...>? Actually the snippet above indicates a placeholder; keep section as originally written.

• Respond to customer inquiries via phone, email, chat, and other channels related to a broad range of insurance products and services, including medical, disability, life, annuity, billing, policy maintenance, reimbursement accounts, and leave programs.
• Review and analyze customer accounts across multiple systems to resolve routine and moderately complex inquiries while ensuring accuracy and compliance with insurance laws, IRS guidelines, and internal policies.
• Translate complex insurance concepts, coverage details, and billing information into clear, concise explanations to support first-contact resolution.
• Documentացի customer interactions thoroughly and professionally, including account activity, complaints, and resolutions.
• Identify trends or recurring issues and escalates appropriately to leadership when needed.
• Provide consultative support on complex inquiries and assist peers by sharing knowledge and best practices.
• Adhere to established performance metrics, including call quality, handle time, schedule adherence, and productivity standards.
• Participate in coaching sessions, apply feedback constructively, and consistently work to enhance skills and performance.
• Attend ongoing training related to insurance products, regulations, systems, and customer service best practices.
• Support management with reports, projects, and special requests as assigned.

• Previous experience in the insurance industry is required (customer service, claims, billing, policy administration, or related areas).
• Strong written and verbal communication skills with excellent attention to detail.
• Ability to analyze information, exercise sound judgment, and manage multiple priorities in a fast-paced environment.
• Proficiency navigating multiple systems and applications simultaneously.
• Professional, customer-focused demeanor with a collaborative, team-oriented mindset.

• Experience supporting multiple insurance product lines.
• Familiarity with insurance regulations and compliance standards.
• Experience in a high-volume contact center or multi-channel customer support environment.