Customer Advocate I

Date: Dec 3, 2019

Division or Field Office:

Customer Service Division

Department of Position: Customer Care Operations Dept 

Work from:

Home Office, Erie, PA


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 5,000 employees and over 2,200 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.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.


Position Summary

Interacts with Policyholders, Agents, and Employees primarily on the telephone to respond to inquiries, complaints and concerns regarding various policy issues in a timely and efficient manner. May include problems related to company policy, underwriting procedures, coverage, rating and billing for all lines of property/casualty and/or life business in all states in which ERIE operates.


  • There are 5 open positions for the Customer Advocate in Life
  • Hours for this role are: Monday through Friday - 8:00 a.m. to 5:30 p.m.
  • This is not a Branch role so a license in P/C insurance is not required.
  • There are 12 open positions for the Customer Advocate in Property and Casualty (P&C)
  • Starting times are 8:00 a.m. to 3:00 p.m. with a 7.5 hour shift and Saturdays 9:00 a.m. to 4:30 p.m. 


Duties and Responsibilities
  • Responds to inquiries regarding policy accounting, insurance coverages and policy ratings for all property/casualty and/or life lines of business in all operating states.
  • Investigates Policyholder and Agent inquiries and facilitates the correction of errors on accounts.
  • Makes special billing arrangements.
  • Coordinates the resolution of accounting, underwriting, and policy issues.
  • Follows up with other internal departments as required.
  • Provides service to and functions as a liaison between Policyholders, Agents and ERIE.
  • Attends appropriate informational and training meetings and maintains a current knowledge of company procedures and policies.
  • The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.
Decision Making
Detail Orientation
Developing And Maintaining Relationships
Arithmetic Computation
Interpersonal Communication
Job-Specific Knowledge
Numerical Reasoning
Oral Communication
Planning And Organizing
Problem Analysis
Service Orientation

Bachelor's degree, or four years related experience, required. Working knowledge of all ERIE lines of insurance (property casualty and/or Life) and billing practices, preferred. Working knowledge of word processing and spreadsheet software required. Preferred courses or designations: • Intro to Property/Casualty Insurance course; • General Insurance Program (INS 21, 22 and 23); • Fellow, Life Management Institute (FLMI); For incumbents handling branch accounts, a license in P/C insurance is required.

Physical Requirements
Lifting 0-20 lbs; Occasional (<20%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Occasional (<20%)
Driving; Rarely
Pushing/Pulling; Occasional (<20%)
Manual Keying/Data Entry; Frequent (50-80%)
Climbing; Rarely

Nearest Major Market: Erie

Job Segment: Underwriter, Insurance, Customer Service