Customer Experience Advocate

At Protective Life, our Customer Experience Advocate Team (CXAT) plays a vital role in delivering exceptional service and support for our policyholders and partners. As a Customer Experience Advocate, you will be the trusted resource for handling inquiries that require in-depth product knowledge and precision. This position calls for strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. You’ll interpret customer needs, provide accurate resolutions, and exercise sound judgment while managing sensitive information--all while contributing to our mission of creating a positive, professional experience for every customer interaction.

Job Responsibilities:

• Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment.

• Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service.

• Consistently meet or exceed established call center, team, and individual performance goals.

• Identify and escalate trends or opportunities to improve the overall customer experience across multiple interactions.

• Other duties as assigned.

Skills & Abilities:

• Communication & Interpersonal Skills: Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently.

• Customer Focus: Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.

• Technical Proficiency: Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments.

• Problem-Solving & Organization: Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.

• Adaptability & Performance: Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.

Experience:

• Customer Service Expertise: 2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction.

• Industry Knowledge & Education: High school diploma required; prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.