Customer Service Advocate III

Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries. Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.*65% Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Maintain all departmental productivity, quality and timeliness standards.*15% Initiate corrective actions, process adjustments, or perform other research to resolve inquiries. Evaluate inquiries to identify underlying causes and implement actions to prevent future issues. Coordinate with other departments to resolve problems.*10% Provide feedback to management regarding customer issues. Maintain accurate records concerning issues. Follow through on complaints until resolved or report to management as needed.*5% Maintain knowledge of procedures and policies. Assist with process improvements by recommending improvements in procedures and policies.*5% Assist with the training of new employees and cross training of coworkers., Education: Required Education: High School Diploma or equivalentRequired Work Experience: 2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.Preferred Education: Associate Degree-Any MajorPreferred Work Experience: 3 Years-Customer service or claims processing experience.