Spanish-English Customer Support Specialist

2 weeks ago

Richardson, Texas, United States National Guard Employment Network Full time

Job Overview

Attention Military-Connected Job Seekers - Our organization collaborates with partner companies to identify qualified candidates for their available positions. This role is open to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you possess the necessary skills, educational background, and experience, we encourage you to proceed with the application process. Unless stated otherwise, this position is 'On-Site' at the specified location.
Our commitment is to support our customers, our communities, and each other. This is the Travelers Promise.

By upholding this promise, we have earned our reputation as one of the leading property casualty insurers in the industry for over 160 years.

Join us to experience a culture that values innovation and thrives on teamwork. Imagine enjoying what you do and where you do it.

Compensation Overview

The annual base salary range provided for this position reflects a nationwide market range and encompasses a broad spectrum of salaries for this role across the country.

The actual salary for this position will be influenced by various factors, including the role's scope, complexity, and location; the candidate's skills, education, training, credentials, and experience; as well as other employment conditions.

As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range
$35,000 - $58,500.00

Target Openings
2

What Is the Opportunity?
Join our team as a Bilingual Customer Service Representative. The starting salary is $45,000 per year, with additional monthly incentives based on performance.

This entry-level position embodies Travelers' mission to provide peace of mind for our customers. Our Bilingual Customer Service Representative is the first point of contact, offering customers the reassurance they need during life's unpredictable moments.

By managing inbound calls from our existing customers in both Spanish and English, our Bilingual Customer Service Representative fosters and maintains effective relationships, providing essential support to those in need.

This role may assist customers and agents with quotes, policy inquiries and modifications, address insurance billing questions, or handle technical support inquiries in both Spanish and English.


This rewarding opportunity includes additional benefits:

access to excellent benefits, collaborative work environments, and opportunities for career growth and development, all contributing to a fulfilling career with Travelers.


This is an In-Office/Hybrid opportunity for candidates local to the area. Travelers offers a hybrid work location model to promote flexibility.

Training - We invest in your future

  • The initial 12 weeks consist of paid, on-the-job training (Monday-Friday) to prepare you for success in your Customer Service role.
  • After training, the schedule will remain consistent (Monday-Friday, 10:00 a.m. - 7:00 p.m. Eastern Time) with rotating weekends, including a Saturday every 5/6 weeks.

Pay Details:

  • This bilingual position offers a starting base salary of $45,000 per year, along with monthly performance-based incentives.
  • Eligible for Full Benefits from Day One of employment.

What Will You Do?
Based on customer needs, provide policy options such as additional deductibles, basic coverages, and discounts in both Spanish and English.
Respond to customers/agents requests for quotes or modifications to existing policies in both languages.
Review cancellations and reinstatements, making appropriate decisions with guidance.
Resolve service-related complaints and complex calls (Spanish and English) with assistance from others on more intricate matters.
Assist customers with straightforward inquiries in both languages.

Act as an expert in online billing systems and agency portal websites to provide proactive agency and customer support in both Spanish and English.

Identify new business opportunities driven by customer/agent requests when appropriate, which includes both coverage and product. New business requests will be transferred as necessary.
Ensure current and complete documentation of account notes in English.
Other duties as assigned.

Additional Qualifications/Responsibilities

What Will Our Ideal Candidate Have?
Some college education preferred.
Prior experience in insurance and/or call centers is a plus.
Resident Property and Casualty or Personal Lines Insurance License preferred.

Technical Knowledge:
Solid math and analytical skills.
Strong keyboard skills and system navigation experience.

Customer Service:
Able to meet quality and customer experience expectations.
Ability to de-escalate and assist upset callers.

Communication Skills:
Exceptional oral and written communication, keyboard, and system navigation skills.

Problem Solving and Decision Making:
Good decision-making skills to handle requests, resolve issues, and develop risk based on company guidelines.
Seeks assistance on non-routine matters.
Ability to successfully complete training by meeting expectations for assessments, knowledge checks, and applying content.

What is a Must Have?
High school diploma or GED.
Previous customer service experience.
Fluency in Spanish is required.

What Is in It for You?

Health Insurance:

Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from 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. You can also enroll in the Paying it Forward Savings Program, where Travelers contributes to your 401(k) account when you make a payment toward your student loan. Additionally, you are eligible for a Pension Plan that is fully funded by Travelers.

Paid Time Off:

Start your career at Travelers with a minimum of 20 days of Paid Time Off annually, plus nine paid company Holidays.


Wellness Program:

The Travelers wellness program includes tools, discounts, and resources that empower you to achieve your wellness goals and caregiving needs.

Moreover, our mental health program provides access to free professional counseling services, health coaching, and other resources to support your daily life needs.


Volunteer Encouragement:
We are deeply committed to the communities we serve and encourage our employees to get involved.

Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

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