Bilingual Customer Service Specialist
2 weeks ago
Overview
At Boston Mutual, we pride ourselves on our commitment to providing exceptional service to our policyholders, producers, and associates. Every employee embodies our brand principles and service philosophy, acting as a brand ambassador in every interaction.
Core Values
We stand **_FOR_** the following principles that distinguish us in the life insurance market:
- Being a forward-thinking life insurance provider that offers financial security to working Americans and their families.
- Delivering practical and affordable insurance solutions tailored to the needs of our clients.
- Simplifying the process of obtaining financial protection through a diverse range of products, starting with life insurance.
- Ensuring a personalized experience for our policyholders and producers.
- Acting in the best interests of our policyholders, producers, employees, and the communities we serve, reflecting the values of mutuality in all our actions.
Commitment to Service
We strive to:
- Exhibit a genuine desire to assist our clients.
- Listen attentively and respond with empathy.
- Communicate in a clear and understandable manner.
- Continuously learn and understand our business.
- Take full responsibility for resolving inquiries and issues.
- Maintain professionalism, politeness, and courtesy.
- Enhance the experience of our customers and colleagues.
Position Summary
The Bilingual Telephone Representative is accountable to the Supervisor of Customer Care.
Key Responsibilities
The responsibilities of the Bilingual Telephone Representative include:
- Managing a variety of customer service inquiries and challenges via telephone from policyholders and agents, with limited supervision. This includes reviewing and resolving customer issues, making decisions, and possibly waiving minor fees when justified and documented.
- Handling written correspondence as a follow-up to telephone inquiries, including policy research, payment histories, and disputes, as well as processing changes and transactions.
- Participating in training sessions, presentations, and team meetings, while providing mentorship and support to newer representatives.
- Executing additional duties and projects as required.
Qualifications
Education: An associate degree or relevant experience in Liberal Arts or Business.
Experience: A minimum of 2 years in customer service is essential.
Knowledge Requirements:
- Exceptional bilingual (English/Spanish) communication skills, both written and verbal.
- Strong organizational abilities, capable of managing multiple tasks efficiently while maintaining attention to detail and meeting deadlines.
- Excellent interpersonal skills with a focus on building and nurturing relationships.
- Proactive attitude with the ability to implement improvements in workflow.
- Proficient in MS Office applications.
- Familiarity with insurance concepts is advantageous.
Work Environment
Boston Mutual promotes a hybrid work model, with employees expected to be on-site a specified number of days each week.
Equal Opportunity Employer
Boston Mutual is an equal opportunity employer and does not discriminate based on race, color, age, religion, national origin, gender, sexual orientation, gender identity, disability, veteran status, or any other characteristic protected by law. We maintain a drug-free workplace.
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