Logo for Protective Life

Customer Experience Advocate

Protective Life

Role overview

Qualifications

  • 2+ years of customer service experience in fast-paced environments
  • High school diploma required; experience in annuity, retirement, or finance preferred
  • Strong communication and interpersonal skills
  • Technical proficiency in navigating multiple computer systems

Responsibilities

  • Communicate with customers via phone, email, and chat using multiple software tools
  • Accurately document and resolve customer requests and educate on digital tools
  • Meet or exceed established performance goals
  • Identify and escalate trends or opportunities to improve customer experience

Key facts

Hard skills

Other skills

  • Communication
  • Technical Acumen
  • Problem Solving
  • Active Listening
  • Adaptability
  • Decision Making
  • Time Management
  • Detail Oriented
  • Social Skills

About the company

Protective Life logo

Protective Life

Insurance

Protective has helped people achieve protection and security in their lives for 115 years. Through its subsidiaries, Protective helps more than 12 million people protect what matters most. Protective’s more than 3,700 employees put people first and deliver on the company’s promises to customers, partners, colleagues and communities — because we’re all protectors. With a long-term focus, financial stability and commitment to doing the right thing, Protective Life Corporation, a wholly owned subsidiary of Dai-ichi Life Holdings, Inc. (TSE:8750), has grown to about $132 billion in assets, as of Dec. 31, 2021. Protective is headquartered in Birmingham, Alabama, and supported by both robust virtual workforce and core sites in Cincinnati and St. Louis. For more information about Protective, visit www.protective.com.

Company details

Company typeLarge
IndustryInsurance
Company size1001 - 5000

Links

Website LinkedIn See all jobs

Your match analysis

See how your profile stacks up against this role.

We compared the job requirements to your profile to show where you're strong and where you fall short.

Job description

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.
    • #IND123  

    Minimum internet performance standards may apply for this role.

    Apply once. Then go straight to the hiring manager.

    After you apply, unlock the direct contact details of the people who actually make the call. A quick follow-up makes you 5x more likely to land an interview.

    MR

    Marcus Rivera

    Chief Revenue Officer

    m.rivera@company.com
    linkedin.com/in/marcusrivera
    Unlocked after you apply
    ·

    Customer Advocacy Manager Related jobs

    Customer Advocacy Manager

    Other jobs at Protective Life

    Premium

    Reach out to the hiring manager directly.

    Gain access to the contact details of the hiring managers who actually decide, and reach out to network with them directly. That, plus more when you upgrade:

    • Full match report with fit score and gaps
    • Career diagnostics on how recruiters read you
    • Curated company matches and warm intros
    • 48h early access to new roles

    Cancel anytime.