Customer Advocate I

Date: May 18, 2020

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

Under moderate supervision, provides service to policyholders, agents, and Employees primarily on the telephone by responding to inquiries, complaints and concerns regarding policy issues, underwriting, procedures, coverage, rating and billing questions for all lines of business in all states in which ERIE operates.

 

 

  • There are eleven Customer Advocate roles available.
  • Hours of operation are Monday through Friday 8 AM to 11 PM and Saturday 9-4:30.
  • Training will occur during the hours of 8 AM -5 PM Monday through Friday for approximately the first 3 months.
Duties and Responsibilities

Responds to inquiries from policyholders, agents and Employees regarding policy accounting, insurance coverages and policy ratings for all lines of business in all states in which ERIE operates.

 

Makes billing arrangements and business decisions, then documents all inquiries within the guidelines provided.

 

Applies a proficient knowledge of applicable ERIE systems, property/casualty insurance products and/or Erie Family Life products to investigate policyholder and agent inquiries to facilitate the correction of errors.

 

Coordinates the resolution of accounting, underwriting, and policy issues.

 

As applicable, manages and services Office Account books of business, to process policy changes, provide quotes, issue certificates of insurance, state filings, cancellations, issue policyholder identification (ID) cards and declarations, as well as, other requests from policyholders and agents.

 

Attends appropriate training and informational meetings to maintain a current knowledge of company procedures and policies.

 

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.

Competencies
Detail Orientation
Developing And Maintaining Relationships
Arithmetic Computation
Interpersonal Communication
Job-Specific Knowledge
Oral Communication
Problem Analysis
Service Orientation
Flexibility/Adaptability
Ability To Learn And Follow Procedures
Ability to Manage Complexity
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 and four years' experience in a call center, insurance operations, or equivalent required.

Knowledge of all ERIE lines of insurance (property casualty and/or Life) and billing practices and procedures required. Proficiency with word processing and spreadsheet software required. For incumbents handling branch accounts, a license in P/C insurance is required.

 

 

Preferred courses of designations

 

 

Introduction to Risk Management and Insurance;

General Insurance Program (INS 21, 22 and 23);

Associate in Insurance Service (AIS);

Associate in Technology (AIT);

Associate in Personal Insurance (API);

Associate in Customer Service (ACS);

Fellow, Life Management Institute (FLMI)

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, Call Center, Insurance, Customer Service