Job Title: Customer Service Bilingual Representative I
Job ID: 06482
Division: Sales
Work Location(s): United States-Arizona-Phoenix
Full/Part Time: Full-Time
Position Information: This is an email communication driven hiring process, please be sure to check your emails for next steps as needed.
Hours for these positions will be 2:00 p.m. to 10:10 p.m. Schedules will include working evenings, weekends and holidays with day(s) off during the week.
Required to pass the state licensing exam for property and casualty producer licenses. Property and Casualty producer licenses for all operating states must be obtained. Must complete required continuing education credits to maintain state licenses for all operating states and/or service states. Obtaining a property & casualty license for positions will allow seamless service on policies for our existing customers of American Family Insurance.
Position Objective
The Customer Service Bilingual Representative I provides customer service through various direct/indirect customer contact channels. Representatives quickly resolve service problems in an unscripted customer care center environment with a focus on one call resolution. Assesses customer needs and advises on policy coverage and options. Participates in on-the-job development programs to apply new knowledge and skills in a live environment.
Primary Accountabilities
- Inbound /Outbound Service (85%)
- Responds to customer interactions regarding billing, policy coverage, and policy changes. Serves customers according to the customer experience model. Interactions may occur through various customer contact channels such as phone, email, chat, and/or social media platforms.
- Empowered to take risks and make exception decisions when necessary. Reviews the situation to ensure decision is appropriate for both the customer and the company.
- Empowered to take risks and make exception decisions when necessary. Reviews the situation to ensure decision is appropriate for both the customer and the company.
- Communicates with agents to jointly service customers and provide confirmation of transactions.
- Utilizes knowledge of insurance to assess and advise coverage needs. Understands and complies with company standards and procedures in servicing customers.
- Assists customers with processing payments through various electronic methods, complying with regulatory guidelines and proper handling of sensitive and confidential customer financial information. Provides support for online billing and other self-service options to customers (e.g., registering and unregistering accounts, assisting with payment options and account maintenance).
- Provides billing support, policy status information and coverage verifications to customers and business partners.
- Assists callers with language barriers and those who are hearing impaired; may require locating an agent to meet their needs.
- Collaborates cross-divisionally to achieve a seamless customer experience. Supports other call centers during high call volumes.
- Processes complex account activities that cannot be systematically handled, researches to determine appropriate policy and billing activities. Makes exception decisions and offers solutions specific to individual customer needs.
- Development (15%)
- Continually maintains and improves knowledge of insurance industry, products, underwriting requirements, sales, customer service, and supporting technology.
- Supports the learning and development of other team members through mentoring and knowledge / experience sharing.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Communication
- Concern for Quality
- Interpersonal Awareness
Education/Licenses/Designations
- Must have or obtain property and casualty producer licenses for all operating states and/or service states. Required to pass the state licensing exam for property and casualty producer licenses within 60 days of hire. Property and casualty producer licenses for all operating and/or service states must be obtained within 90 days of hire. Must complete required continuing education credits to maintain state license.
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.)
- Demonstrated experience in a customer service environment. (This includes face-to-face service or contact center: retail, insurance, hospitality, etc.)
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Fluently speak, read, understand and converse in both Spanish and English.
- Keyboarding/typing ability at 25 wpm.
Travel Requirements
- This position requires travel up to 5% of the time
Working Conditions
- This position requires the ability to work a flexible schedule including evenings, nights, weekends, and holidays.
Company Information:
Offer to selected candidates will be made contingent on results from background checks.
Information regarding bilingual premium pay will be discussed when an offer is made.
CB1
GIJ
~MON~
Please review the job requirements.
Job ID: 06482
Division: Sales
Work Location(s): United States-Arizona-Phoenix
Full/Part Time: Full-Time
Position Information: This is an email communication driven hiring process, please be sure to check your emails for next steps as needed.
Hours for these positions will be 2:00 p.m. to 10:10 p.m. Schedules will include working evenings, weekends and holidays with day(s) off during the week.
Required to pass the state licensing exam for property and casualty producer licenses. Property and Casualty producer licenses for all operating states must be obtained. Must complete required continuing education credits to maintain state licenses for all operating states and/or service states. Obtaining a property & casualty license for positions will allow seamless service on policies for our existing customers of American Family Insurance.
Position Objective
The Customer Service Bilingual Representative I provides customer service through various direct/indirect customer contact channels. Representatives quickly resolve service problems in an unscripted customer care center environment with a focus on one call resolution. Assesses customer needs and advises on policy coverage and options. Participates in on-the-job development programs to apply new knowledge and skills in a live environment.
Primary Accountabilities
- Inbound /Outbound Service (85%)
- Responds to customer interactions regarding billing, policy coverage, and policy changes. Serves customers according to the customer experience model. Interactions may occur through various customer contact channels such as phone, email, chat, and/or social media platforms.
- Empowered to take risks and make exception decisions when necessary. Reviews the situation to ensure decision is appropriate for both the customer and the company.
- Empowered to take risks and make exception decisions when necessary. Reviews the situation to ensure decision is appropriate for both the customer and the company.
- Communicates with agents to jointly service customers and provide confirmation of transactions.
- Utilizes knowledge of insurance to assess and advise coverage needs. Understands and complies with company standards and procedures in servicing customers.
- Assists customers with processing payments through various electronic methods, complying with regulatory guidelines and proper handling of sensitive and confidential customer financial information. Provides support for online billing and other self-service options to customers (e.g., registering and unregistering accounts, assisting with payment options and account maintenance).
- Provides billing support, policy status information and coverage verifications to customers and business partners.
- Assists callers with language barriers and those who are hearing impaired; may require locating an agent to meet their needs.
- Collaborates cross-divisionally to achieve a seamless customer experience. Supports other call centers during high call volumes.
- Processes complex account activities that cannot be systematically handled, researches to determine appropriate policy and billing activities. Makes exception decisions and offers solutions specific to individual customer needs.
- Development (15%)
- Continually maintains and improves knowledge of insurance industry, products, underwriting requirements, sales, customer service, and supporting technology.
- Supports the learning and development of other team members through mentoring and knowledge / experience sharing.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Communication
- Concern for Quality
- Interpersonal Awareness
Education/Licenses/Designations
- Must have or obtain property and casualty producer licenses for all operating states and/or service states. Required to pass the state licensing exam for property and casualty producer licenses within 60 days of hire. Property and casualty producer licenses for all operating and/or service states must be obtained within 90 days of hire. Must complete required continuing education credits to maintain state license.
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.)
- Demonstrated experience in a customer service environment. (This includes face-to-face service or contact center: retail, insurance, hospitality, etc.)
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Fluently speak, read, understand and converse in both Spanish and English.
- Keyboarding/typing ability at 25 wpm.
Travel Requirements
- This position requires travel up to 5% of the time
Working Conditions
- This position requires the ability to work a flexible schedule including evenings, nights, weekends, and holidays.
Company Information:
Offer to selected candidates will be made contingent on results from background checks.
Information regarding bilingual premium pay will be discussed when an offer is made.
CB1
GIJ
~MON~
Please review the job requirements.