Contact Center Agent Bilingual

Summary

The Bilingual High Volume Customer Service Representative will be responsible for managing a large number of customer inquiries and providing exceptional service related to life and health insurance policies. This role requires excellent communication skills in both English and Spanish, a strong understanding of insurance products, and the ability to handle a high volume of calls and emails efficiently.

Key Responsibilities

• Customer Interaction:
  • Handle a high volume of inbound and outbound calls, emails, and chat inquiries from customers regarding life and health insurance policies in both English and Spanish.
  • Provide accurate and timely information to customers about policy details, coverage options, claims processes, and billing inquiries.
  • Resolve customer issues and complaints in a professional and empathetic manner.
• Policy Management:
  • Assist customers with policy modifications, renewals, cancellations, and reinstatements.
  • Explain policy terms, conditions, and exclusions to customers clearly and concisely in both languages.
  • Process and document customer requests and changes accurately in the system.
• Claims Assistance:
  • Guide customers through the claims process, providing necessary forms and information.
  • Follow up with customers and claims departments to ensure timely resolution of claims.
  • Address any issues or delays in the claims process proactively.
• Sales Support:
  • Provide support to the sales team by answering questions and assisting with new business applications.
  • Identify opportunities to cross-sell or up-sell additional insurance products to existing customers.
  • Generate leads and referrals from satisfied customers.
• Compliance and Documentation:
  • Ensure all customer interactions and transactions comply with company policies, industry regulations, and legal requirements.
  • Maintain accurate and detailed records of customer interactions and transactions.
  • Stay updated on changes to insurance regulations and company policies.

Qualifications

• Education:
  • High school diploma or equivalent required.
  • Associate’s or Bachelor’s degree in a related field is a plus.
• Experience:
  • Minimum of 2-3 years of customer service experience in the insurance industry.
  • Experience in a high-volume call center environment preferred.
• Licenses and Certifications:
  • Valid insurance license in life and health is required.
• Skills:
  • Fluency in English and Spanish is required.
  • Excellent verbal and written communication skills in both languages.
  • Strong problem-solving and conflict resolution abilities.
  • Proficiency in using customer service software and databases.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Strong attention to detail and accuracy.