Senior Customer Service Representative – Bilingual Spanish

Senior Customer Service Representative – Bilingual Spanish

Requirements

• High School Diploma or equivalent.
• 1 to 3 years of related experience.
• Excellent written, verbal, and interpersonal skills in both Spanish and English
• Ability to work in a fast-paced environment with minimal supervision.
• Must have strong PC skills and strong working knowledge of Microsoft Office.
• Ability to interact well with others in a team environment.
• Must be bilingual (Spanish and English)

Responsibilities

• Representative must perform customer interactions quickly in both Spanish and/or English
• Performs claim intake via phone from Insureds, Claimants, Agents, and other parties during the initial First Notice of Loss (FNOL) for Worker’s Compensation, Auto, Property, General Liability, Storage, Equine, and others. Responds to inquiries, complaints, and concerns regarding the claims handling process and procedures.
• Take 17-20 inbound calls per day
• Resolves routine and non-routine incoming insured requests, while referring more complex issues to more experienced staff.
• Troubleshoot customer questions in both Spanish and English
• Provide phone, emails, and document translation support to our internal and external customers
• Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Responsible for documenting processes used to correct issues.
• Responds to correspondence, complaints, and information requests via telephone or e-mail.
• Utilizes computerized systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting.
• Submits routine annotations on insureds’ claims. Processing may be determined by specific line of business.
• Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Performs other duties as assigned.

Preferred Qualifications

• Call center experience preferred but not required