Customer Advocate I

Role Overview

• 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.

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.
• 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.

Benefits

• Premier health, prescription, dental, and vision benefits for you and your dependents.
• Low contributions to medical and prescription premiums.
• Pension.
• 401(k) with up to 4% contribution match.
• Paid time off.
• Career development.
• Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.