Customer Advocate I

Date: Jul 17, 2024

Location: Erie, PA, US, 16530

Company: Erie Insurance

Division or Field Office:

Experience & Customer Service Division

Department of Position: FNOL Contact Center Ops Dept 

Work from:

Erie Home Office
Salary Range:

$43,190.00 - $68,992.00 *

salary range is for this level and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

 

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. 

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

  • Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
  • Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
  • Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
  • 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
  • Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
  • Career development. Including a tuition reimbursement program for higher education and industry designations.
     

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.

 

Position Summary

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. 
 

Erie Insurance is seeking top talent for our Customer Advocate Role in our Experience and Customer Service Division!
 

There are multiple Customer Advocate roles available for our next class.

  • Hours of operation are Monday through Friday 8 AM to 11 PM and Saturday 9-4:30.
  • Training is approximately 12-16 weeks and will primarily occur during the hours of 8 AM -5 PM Monday through Friday. Midday, afternoon and Saturday hours will be added towards the end of training.


Shift differential of 8% is offered after training for any hours worked after 11 AM.

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. 

The first five duties listed are the functions identified as essential to the job. Essential Functions are those job duties that must be performed for the job to be accomplished.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident. 

Competencies

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

Qualifications

Bachelor's degree required; or;

Associate degree and two years' experience in a call center, insurance operations, or equivalent required; or

High School Diploma or GED and four years' experience in a call center, insurance operations, or equivalent required. 

Knowledge of billing practices and procedures preferred. License in Property and Casualty insurance and/or licenses based on changing compliance requirements required, as applicable.

Demonstrated ability to type a minimum of 28 words per minute preferred. Proficiency with word processing and spreadsheet software and required. 

Preferred courses or designations:
General Insurance (INS 21, 22, 23)
AIS (Associate in Insurance Services)

Must be able to work a schedule commensurate with department hours. Follows ERIE’s holiday schedule. 
 

 

 

 

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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


Nearest Major Market: Erie