Internship - Customer Experience (CX)

<strong>AF Group (Lansing, Mich.) and its subsidiaries are a premier provider of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company, or CompWest Insurance Company.</strong>

Lansing, MI*

AF Group

<p class="p1"><strong>AF Group&rsquo;s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.</strong></p> <p class="p1"><strong>We strive to continuously increase the long-term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.</strong></p>

keywords: join,analysis,performance,quality assurance,culture,assist,training,experience,skills,marketing,exchange,establish,knowledge


Competitive Compensation and Benefits Package

Overview: <p>Do you have some experience working with Excel? Are you interested in working with data? If so, check out this awesome internship opportunity where you will work&nbsp;the Customer Experience (CX) team at AF Group! The CX team measures, monitors and acts upon customer feedback from all of the brands at AF Group. This internship will be helping the CX team to develop surveys, analyze customer data and work on projects to improve the customer experience by making it easier to do business with AF Group. Come be part of a great team.&nbsp;</p> <p>Check out the Internships at Emergent Holdings&nbsp;<a href="" target="_blank" rel="noopener noreferrer">video</a>&nbsp;to learn more.</p>
Responsibilities: <ul> <li>Analyze call recordings for insights and trends.</li> <li>Conduct audits on call recordings and topics for quality assurance purposes.</li> <li>Analyze customer surveys for insights and trends.</li> <li>Research customer experience trends and competitive intel.</li> <li>Assist on CX projects &ndash; developing content, scheduling meetings, research and solutioning.</li> <li>Prepares and delivers presentation(s) on assigned topic(s).</li> <li>Attends unit, departmental, and corporate meetings as assigned.</li> <li>Shows learning and both personal and professional growth and understanding of responsibilities.</li> <li>Gains an understanding of how company and business works.</li> <li>Shows punctuality, professionalism, and a positive attitude when completing assignments.</li> <li>Manages multiple deadlines.</li> <li>Completes miscellaneous assignments as assigned.</li> <li>Uses company software applications to complete assignments.</li> <li>Maintains confidentiality.</li> <li>Responds to internal and external customer inquiries.</li> <li>This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.</li> </ul>
Requirements: <ul> <li>Have status as a sophomore, junior or senior as of the end of the spring term (or be enrolled in an applicable graduate program).</li> <li>Hold a cumulative grade point average of 3.0 or better as of the most recent grading period.</li> <li>Be able to work full-time during normal business hours for this summer.</li> <li>Be available to begin employment between late-May and mid-June.</li> </ul> <p><strong>EDUCATION OR EQUIVALENT EXPERIENCE:</strong>&nbsp;Currently enrolled and active in any educational degree program that aligns with our various businesses. Psychology, business, marketing or data science/analytics degrees are preferred but not required.&nbsp;</p> <p><strong>EXPERIENCE:</strong>&nbsp;With proper education credentials no experience necessary. Previous work experience preferred.</p> <p><strong>SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:</strong></p> <ul> <li>Excellent oral and written communication skills.</li> <li>Excellent working knowledge of computers and company standard software; Internet research experience strongly preferred.</li> <li>Ability to proofread documents for spelling, grammar and punctuation.</li> <li>Ability to perform necessary mathematical computations.</li> <li>Ability to comprehend consequences of various situations and make appropriate individuals aware of same for decision making.</li> <li>Ability to exchange information clearly and concisely and to present ideas, report facts and other information.</li> <li>Ability to establish workflows, manage multiple projects and meet necessary deadlines while maintaining composure during stressful situations occurring as a result of workloads and/or deadlines.</li> <li>Ability to maintain confidentiality.</li> </ul> <div id="gtx-trans" style="position: absolute; left: -99px; top: 26px;">&nbsp;</div>