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Multilingual Customer Service Representative
1 month ago
Company Overview
At Travelers, we're dedicated to providing peace of mind for our customers. Our mission is to help our customers navigate life's unpredictable moments with confidence and assurance. As a Customer Service Representative, you'll be the first point of contact for our customers, providing them with the support and guidance they need to make informed decisions about their insurance needs.
Salary
The annual base salary for this position ranges from $44,000 to $58,000, depending on location. Additionally, you'll have the opportunity to earn monthly incentives based on performance.
Job Description
This entry-level position embodies the essence of our company's mission. As a Customer Service Representative, you'll be responsible for handling inbound calls from our existing customers in both Spanish and English. Your primary goal will be to build and maintain effective relationships with our customers, providing them with support and guidance whenever they need it.
Key Responsibilities
- Provide policy options to customers, including additional deductibles, basic coverages, and discounts, in both Spanish and English.
- Respond to customers' and agents' requests for quotes or changes to existing policies, in both Spanish and English.
- Review cancellations and reinstatements, making appropriate decisions to resolve issues with guidance.
- Resolve service-related complaints and complex calls, with guidance from others on more complex calls.
- Assist customers with simple intent calls, in both Spanish and English.
- Act as an expert on online billing systems and agency portal websites, providing proactive agency and customer support in both Spanish and English.
- Identify new business opportunities driven by customer and agent requests, including coverage and product.
- Ensure current and complete documentation of account notes in English.
Requirements and Qualifications
To succeed in this role, you'll need:
- A high school diploma or equivalent.
- Previous customer service experience.
- Fluency in Spanish language, required.
- Some college education is preferred.
- Prior insurance and/or call center experience is a plus.
- A Resident Property and Casualty or Personal Lines Insurance License is preferred.
Benefits
We offer a comprehensive compensation and benefits package, including:
- Health Insurance: 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.
- Paid Time Off: Start with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: Access to tools, discounts, and resources to support your wellness goals and caregiving needs.
- Volunteer Encouragement: A Matching Gift and Volunteer Rewards program to support your community involvement.
Employment Practices
Travelers is an equal opportunity employer. We're committed to recruiting, retaining, and developing a diverse workforce, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.
