Customer Service Specialist- Asset Protection Division

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.
In the Customer Service Specialist role, you'll play a key part in creating positive experiences by resolving inquiries, solving problems, and ensuring satisfaction—primarily through phone interactions. We're looking for tech-savvy multitaskers who take initiative, communicate with empathy, and are driven to make every customer interaction count.
This position is full in-person in our Birmingham, AL office. Opportunities for hybrid work may be presented based on employee performance and business needs.
Candidates must be available to be scheduled for eight-hour shifts between 7a-7p CT Monday-Friday and two Saturdays per quarter (8a-4:30pm CT).

Responsibilities:

• Assist customers through various communication channels, including phone and email ensuring a consistent and positive experience.
• Efficiently handle customer inquiries and resolve issues in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Knowledge, Skills, Attributes:

• Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Empathetic listening skills, good judgment, and critical thinking to determine when issues should be escalated.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

Qualifications:

• 1 year of customer-facing experience required.
• 1 year in an inbound call center or similar environment is strongly preferred.
• Experience using various modern computer systems, software applications, and communication tools.
• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
• High school diploma or equivalent; some college education preferred.
• Candidates must be available to be scheduled for eight-hour shifts between 7a-7p CT Monday-Friday and two Saturdays per quarter (8a-4:30pm CT).

Important Details

• The targeted start date for this role is October 13th, 2025.

Protective Asset Protection has been providing finance and insurance (F&I) solutions for the automotive industry for more than 60 years. We proudly serve thousands of dealerships and financial institutions in the automotive, marine, powersports and recreation vehicle industries throughout the U.S. providing innovative vehicle protection products, wealth-building programs, training and technology. Our portfolio of vehicle protection plans, GAP coverage, limited warranties and ancillary products provide opportunities to generate revenue with products that help drive customer retention and satisfaction. Protective Asset Protection is part of the financial services holding company, Protective Life Corporation. For more information about Protective Asset Protection visit www.ProtectiveAssetProtection.com.

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