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Customer Experience Advocate

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The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

At Protective Life, our Customer Experience Advocate Team (CXAT) plays a vital role in delivering exceptional service and support for our policyholders and partners. As a Customer Experience Advocate, you will be the trusted resource for handling inquiries that require in-depth product knowledge and precision. This position calls for strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. You’ll interpret customer needs, provide accurate resolutions, and exercise sound judgment while managing sensitive information--all while contributing to our mission of creating a positive, professional experience for every customer interaction.

Job Responsibilities:

  • Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment.
  • Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service.
  • Consistently meet or exceed established call center, team, and individual performance goals.
  • Identify and escalate trends or opportunities to improve the overall customer experience across multiple interactions.
  • Other duties as assigned.

    • Skills & Abilities:

  • Communication & Interpersonal Skills: Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently.
  • Customer Focus: Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.
  • Technical Proficiency: Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments.
  • Problem-Solving & Organization: Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.
  • Adaptability & Performance: Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.

    • Experience:

  • Customer Service Expertise: 2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction.
  • Industry Knowledge & Education: High school diploma required; prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.
    • #IND123

    Minimum internet performance standards may apply for this role.


    Employee Benefits:
    We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

    Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

    Accommodations for Applicants with a Disability:
    If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

    Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

    We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
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    What this application asks

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    Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio/video resume URL, Other website

    • As part of any recruiting and hiring process, Protective collects and processes personal information relating to job applicants. The Company is committed to being transparent about how it collects and uses that information and to meeting its information protection obligations. In the recruitment and hiring process the “personal information” we collect includes: General Identifying and Contact Information (e.g., name, mailing address, phone number, email address), Employment History Information, Education History Information. Please be aware that the personal information you provide during the application process may be shared internally with employees of Protective as well as our designated third-party vendors for the purposes of the recruitment and hiring process, including contacting you regarding your application and assessing your qualifications for job openings with Protective. California applicants should review the state-specific notice provided in accordance with the California Privacy Rights Act. By clicking “Consent” below you understand and freely give your consent to Protective and our designated third-party vendors collecting and processing your personal information relating to your potential employment with Protective. Applicant Notice - California: As part of Protective’s commitment to transparency related to personal information, and in order to comply with the California Privacy Rights Act (“CPRA”), we are providing you with this disclosure regarding the categories of personal information we may collect from you and the purposes for which that information may be used. Information We Collect: In the recruitment and hiring process the categories of “personal information” we collect include: General Identifying and Contact Information (e.g., name, mailing address, phone number, email address), Employment History Information, Education History Information. Use of Personal Information: The personal information we collect during the application process is used to assess your qualifications for the purposes of the recruitment and hiring process, including contacting your regarding your application and assessing your qualifications for job openings with Protective. The personal information you provide will not be “sold to” or “shared with” a third-party as those terms are defined by the CPRA. The Company will not collect additional categories of personal information or use the personal information we collect for materially different, unrelated, or incompatible purposes without providing you notice. Retention of Information: Each of the categories of information you provide are subject to our internal policies on retaining employee and applicant information. These policies are based on applicable legal retention requirements for retaining personal information of applicants and/or employees. As part of our internal policies, we have a process in place to determine when this information is no longer needed and can be disposed of in a secure manner. Additional Information: For more information on your rights under the CPRA, please see the Company’s California Privacy Rights Act Policy. yes / no · optional
    • Are you legally authorized to work in the United States? choose one
    • Do you now, or will you in the future, require immigration sponsorship for work authorization (e.g., H-1B)? choose one
    • Have you ever been employed with Protective or one of its affiliates? choose one
    • What is your target compensation (salary and bonus)?
    • Do you have any family members who are employed with Protective? written answer
    • How did you hear about this opportunity? choose one · optional
    • Do you currently reside in the state of Nebraska? choose one
    • Do you have access to a distraction free workspace and reliable internet service that would allow you to perform the essential functions of this role? choose one · optional
    • Please run an internet speed test at https://www.speedtest.net and enter your download and upload speeds below for review. written answer · optional