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Bilingual Customer Support Specialist, English

2 months ago

Greenacres, United States THE TRAVELERS INDEMNITY COMPANY Full time
About Us

At Travelers, we prioritize the well-being of our customers, communities, and each other. This commitment has solidified our standing as a leading property casualty insurer for over 160 years. Join us to experience a culture that values innovation and collaboration. Imagine enjoying your work and your workplace.

Job Category

Claims, Customer Experience, Customer Support

Compensation Overview

The annual base salary range for this position reflects a nationwide market range and encompasses a wide array of salaries for this role across the country. The actual salary will be influenced by various factors, including the complexity and location of the role, as well as the candidate's skills, education, training, credentials, and experience. Additionally, employees may qualify for performance-based cash incentive awards as part of our comprehensive compensation and benefits program.

Salary Range
$35,000 - $58,500.00

What Is the Opportunity?

We invite you to join our dynamic team. This entry-level position embodies Travelers' mission to provide peace of mind to our customers. As a Bilingual Customer Support Specialist, you will be the first point of contact for customers seeking reassurance during life's unpredictable moments.

By managing inbound calls from our existing clientele, you will foster and sustain effective relationships, offering vital support to those in need. This role may involve assisting customers and agents with quotes, policy inquiries and modifications, addressing insurance billing questions, or providing technical support. This fulfilling opportunity is complemented by access to excellent benefits, a collaborative work environment, and opportunities for career growth and development with Travelers.

What Will You Do?
  • Provide policy options based on customer needs, including additional deductibles, basic coverages, and discounts in both Spanish and English.
  • Respond to requests from customers and agents for quotes or modifications to existing policies in both languages.
  • Review cancellations and reinstatements, making informed decisions with guidance.
  • Resolve service-related complaints and complex inquiries in both languages, seeking assistance on more intricate matters.
  • Assist customers with straightforward inquiries in Spanish and English.
  • Act as an expert in online billing systems and agency portal websites, delivering proactive support to agencies and customers in both languages.
  • Identify new business opportunities driven by customer or agent requests, ensuring appropriate transfers for new business inquiries.
  • Maintain accurate and comprehensive documentation of account notes in English.
  • Perform additional duties as assigned.
What Will Our Ideal Candidate Have?
  • Some college education preferred.
  • Previous experience in insurance and/or call center environments is advantageous.
  • Preferred: Resident Property and Casualty or Personal Lines Insurance License.
  • Technical Skills: Solid mathematical and analytical abilities.
  • Strong keyboard proficiency and experience with system navigation.
  • Customer Service Skills: Ability to meet quality and customer experience standards.
  • Ability to de-escalate and assist frustrated callers.
  • Communication Skills: Exceptional oral and written communication abilities, along with strong keyboard and system navigation skills.
  • Problem-Solving and Decision-Making: Competent decision-making skills to manage requests, resolve issues, and assess risks according to company guidelines.
  • Willingness to seek assistance on non-routine matters.
  • Capability to successfully complete training by meeting expectations for assessments and knowledge checks.
What is a Must Have?
  • High school diploma or GED.
  • Prior customer service experience.
  • Fluency in Spanish is required.
What Is in It for You?
  • Health Insurance: Coverage for employees and their eligible family members, including spouses, domestic partners, and children, begins on the first day of employment.
  • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. Additionally, if you have student loan debt, you can participate in the Paying it Forward Savings Program, where Travelers contributes to your 401(k) account when you make a payment toward your student loan. You are also eligible for a Pension Plan fully funded by Travelers.
  • Paid Time Off: Start your career with a minimum of 20 days of Paid Time Off annually, plus nine paid company holidays.
  • Wellness Program: Our wellness program offers tools, discounts, and resources to help you achieve your wellness goals and caregiving needs. We also provide access to free professional counseling services and health coaching through our mental health program.
  • Volunteer Encouragement: We are deeply committed to the communities we serve and encourage employee involvement. Travelers offers a Matching Gift and Volunteer Rewards program to support charitable contributions.
Employment Practices

Travelers is an equal opportunity employer. We believe that our workforce should reflect the diverse customers and communities we serve. We are dedicated to recruiting, retaining, and developing diverse talent while fostering an inclusive workplace that celebrates differences and promotes belonging.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.