Contact Center Agent Bilingual

Date Posted: Dec 21, 2023

  • Job Structure Remote
  • Job Location Knoxville, TN

Job Description


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.


  • 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.

Apply Now

"*" indicates required fields

Accepted file types: pdf, doc, docx, Max. file size: 10 MB.
This field is for validation purposes and should be left unchanged.