Bilingual Customer Service Representative
2 days ago
Responsibilities:
• Address customer service concerns, inquiries and activities
• Assist clients by aligning our products with their needs
• Support policyholders with insurance product information
• Handle both inbound and outbound calls to assist customers wishing to cancel their existing insurance coverage, reviewing product benefits and/or resolving service and claims issues
• Contribute to the collection of current and past due premiums
• Deliver detailed information about policy statuses
• Conduct basic technical troubleshooting for website/app related issues
• Consistently meet or exceed departmental standards related to quality, average handle time, auxiliary time after call work, and other KPIs
• Understand organizational objectives, support process improvements, and provide feedback to leadership
• Exhibit and practice the organization's common purposes and shared traits
• Be willing to perform other duties as assigned
• Represent the organizational tenants: Personal Connection, Empathy, Problem-Solving and Ownership.• Proficiency in both English and Spanish languages
• Exceptional customer service skills
• Excellent communication abilities
• Sales experience, with a proven ability to sell
• Experience with training and supervising teams
• Knowledge of policy and planning processes
• Commitment to quality and execution of tasks
• Experience handling both inbound and outbound calls
• Understanding of insurance principles and claim administration
• Supervisory experience, demonstrating strong leadership skills
• Familiarity with time management tools and strategies
• Understanding of benefit functions and collection processes
• Experience with hiring processes and practices
• Ability to troubleshoot technical issues
• Proficiency in using websites and online tools
• Strong collaboration skills
• Ability to plan and execute tasks effectively
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