Customer Advocate I

Customer Advocate I

Under close supervision, uses various platforms to actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer possible solutions by using knowledge of company products, services, and policies to assist customers with inquiries, complaints, or problems.

Role Expectations: This position is part of our inbound contact center. You will handle approximately 6575 calls per day from agents, customers, and other stakeholders. Calls are monitored for quality, and the role requires strong patience, professionalism, and empathy.

Compensation: The hourly pay rate for this role is $24.54 and is non-negotiable.

Training & Schedule Requirements: Training lasts approximately 16 weeks and requires employees to be on-site MondayFriday from 8:00 AM to 4:00 PM. During training, employees are not permitted to use any vacation time unless approved by their supervisor. After training, schedules may vary MondayFriday between 8:00 AM and 7:00 PM, and employees must be available to work on Saturdays from 9:00 AM to 4:30 PM.

Duties and Responsibilities:

• Utilize various platforms to respond to inquiries from customers.
• Applies a working knowledge of ERIE and department policies and procedures to have business appropriate conversations, while directing the customer to the appropriate business decision.
• Resolves issues within scope of authority, escalates to appropriate area/person of authority as determined by company/department policy and procedure.
• In accordance with ERIE policy and procedures, and within scope of authority manages and services office account books of business.
• Applies proficient knowledge of ERIE systems and products by responding to callers concerns for all lines of business.
• Makes billing arrangements, corrects errors (accounting, underwriting and policy issues) with resolution and documents accordingly within scope of authority and guidelines provided.
• Attends appropriate training and informational meetings to learn and maintains a working knowledge of ERIE policies, procedures and processing systems, as well as industry knowledge and applicable licensure.
• Trains and mentors less experienced staff, and acts as subject matter expert (SME) for department and projects, as applicable.

Capabilities Detail Orientation Values Diversity Nimble Learning Self-Development Collaborates Job-Specific Knowledge Customer Focus Cultivates Innovation Optimizes Work Processes (IC) Instills Trust Ensures Accountability Decision Quality

Qualifications Minimum Educational and Experience Requirements Bachelor's degree required; or Associate degree and two years' experience in a call center, customer service, Insurance operations, or relevant experience required or High School Diploma or GED and four years' experience in a call center, customer service, Insurance operations, or relevant experience required.

Additional Experience Knowledge of billing practices and procedures preferred. Demonstrated ability to type a minimum of 28 words per minute preferred. Proficiency with word processing and spreadsheet software and required. Must be able to work a schedule commensurate with department hours. Follows ERIE's holiday schedule.

Designations and/or Licenses License in Property and Casualty insurance and/or licenses based on changing compliance requirements required, as applicable. Preferred courses or designations: General Insurance (INS 21, 22, 23) AIS (Associate in Insurance Services)

Physical Requirements Lifting/Moving 0-20 lbs; Occasional (<20%) Lifting/Moving 20-50 lbs; Occasional (<20%) Ability to move over 50 lbs using lifting aide equipment; Occasional (<20%) Driving; Rarely Pushing/Pulling/moving objects, equipment with wheels; Occasional (<20%) Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%) Climbing/accessing heights; Rarely