Inside AF Mobile

Day in the Life: Customer Engagement Team

January 13, 2016 08:04 AM

2015_Q4_Sonia Last year we reorganized our Customer service areas to better meet Customer needs. One of the new teams is our Customer Engagement team, which focuses on serving our Customers by responding to Customer phone calls and emails. I met with Sonia Lee, director of the Customer Engagement team, to learn more about her area.

Sonia started her career at American Fidelity as an HR intern for field recruiting and was hired by our Health Services Administration group once she graduated from the University of Central Oklahoma. She then moved to Strategic Quality Management (SQM) to be a Lean facilitator and then began her journey within Operations as a project coordinator in Customer Service before becoming the Customer Service manager over Flex, Special Services and Billing.

In her role as Customer Engagement director, Sonia manages our call center, Customer conservation team and the Customer implementation and onboarding team. Learn more about a few of the specific positions within these teams: Benefits, Customer Service, Claims, Benefits Adjuster and Flex.

Sonia has a true passion for helping Customers and her new role helps fulfill her drive to serve Customers and will help us achieve our goals of delighting our Customers.

“I love being on the Customer side of the business. I missed being directly in touch with Customers when I was in SQM, even though I love Lean and am thankful for that time because I’m able to use those skills in this role to develop strategic plans for improving how we serve Customers,” Sonia shared. “I have high standards for Customer service from the companies I use and want to have a direct influence on American Fidelity delivering high levels of service.”

The Customer Engagement team currently has several positions open. If you know of anyone who would be a good fit, make sure to direct them to our careers site,, and our current openings.

Day in the Life: 2015 Round Up

December 4, 2015 03:49 AM

Dana D., Sr. Compensation Specialist Dana D., Sr. Compensation Specialist[/caption] Interested in joining the American Fidelity team? Each month we feature a different area of the Company in our Day in the Life column. We interview Colleagues from around the Company to learn more about their jobs and why they like working at AF. Check out the posts from 2015!

Is there an area that you’d like to see featured in a future story? Let us know in the comments!

Day in the Life – Claims

September 2, 2015 04:56 AM
Our Operations Colleagues – including Customer Service, Benefits, Claims and more – are all here to help serve our Customers. Due to the nature of our business, Customers often contact us during times of need such as when dealing with cancer, a disability or an accident. Other times Customers may be anticipating the birth of a child and need to know how their disability benefits work in that instance or they may have questions about using their flexible spending account. We’re expanding our team to help Customers in these areas. See what Claims Team Leader Amellis Peart has to say about working in her area at American Fidelity and what she looks for when hiring. Apply now to start your career at American Fidelity: