Customer Care Advocate

About the job Customer Care Advocate

Job Summary

Processing routine and complex inquiries to provide high quality service to internal and external customers. The jobs 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

Or an equivalent combination of education and experience

Job Knowledge & Skills

Competencies