Job Title: Policy Service Bilingual Representative I
Job ID: 06029
Division: Sales
Work Location(s): United States-Arizona-Phoenix
Full/Part Time: Full-Time
Position Information:
-Hours for these positions will be 2:00 p.m.-10:10p.m. Schedules will include working evenings, weekends and holidays with day(s) off during the week.
Obtaining a property & casualty license for these positions will help provide seamless service on policies for our existing customers of American Family Insurance.
-Required to pass the state licensing exam for property and casualty producer licenses. Property & casualty producer licenses for all operating and/or servicing states must be obtained. Must complete required continuing education credits to maintain state licenses for all operating and/or servicing states.
Bilingual premium pay and language testing informatoin will be discussed during the interview process.
Position Objective
Policy Sales & Service Bilingual Representative I employees are trained in the necessary knowledge and skills to provide customer service support, assisting agencies and customers with policy related inquiries. They acquire a working knowledge gained through extensive training to resolve problems in an unscripted care center environment. Policy Sales & Service Bilingual Representative I employees work to obtain appropriate agent licenses and learn to service, solicit, quote, bind coverage for prospects and existing customers of American Family Insurance. In addition, they complete work task management referrals and calls within established time frames, including the necessary documentation.
Primary Accountabilities
- Knowledge & Competence Development (60%)
- Completes scheduled classroom training to develop a solid foundation relative to customer service practices and procedures, policy processing systems, and business rules.
- Completes additional education modules as outlined in the Customer Contact Center curriculum map to further develop knowledge relative to American Family and to providing industry leading customer service.
- Participates in on-the-job training and job shadowing to provide an opportunity to apply knowledge gained through classroom training program.
- Partners with a mentor to observe and further acquire technical expertise necessary to respond to all inquiry scenarios and to gain confidence in accountability for problem resolution and decision making.
- Works to obtain appropriate agent licenses and learns to service, solicit, quote, bind coverage for prospects and existing customers of American Family Insurance.
- Demonstrates proficiency in locating and navigating online resource materials. Utilizes team resources for difficult resolutions and to identify and resolve unfamiliar issues.
- Customer Service (20%)
- Answers inbound phone inquiries in a courteous, efficient, and professional manner. Ensures responses are consistent, accurate, relevant and within established time standards. Assists callers with language barriers and those who are hearing impaired.
- With mentor, uses acquired technical knowledge to make appropriate decisions to respond to questions and resolve problems. Responds verbally to inbound customer inquiries. Acts as an extension of the agent by providing after hours agent support via Access Direct telephone support services.
- Collaborates cross-divisionally to achieve customer satisfaction.
- Handles customers with tact, diplomacy, and empathy. Engages optimal customer service skills to effectively manage customer emotions and resolve with the best possible customer experience.
- Assist with changes to customer accounts. Collaborate with field force on sales placed through the Contact Center to ensure required documents are completed and uploaded.
- Business Processes & Procedures (20%)
- Tracks daily customer interaction activity in appropriate contact management system.
- Gains and applies knowledge of policy processes and procedures to be able to interpret all lines, all state policy processing rules.
- Gains and applies knowledge of regulatory requirements and state specific compliance as it relates to the handling of customer information and insurance rules and regulations.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Communication
- Negotiation
- Selling/Marketing Analysis
- Stress Management
- Teamwork
Education/Licenses/Designations
- Must maintain 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 license within 21 days of hire date. Property and casualty licenses for all operating and/or service states must be obtained within 45 days of hire date.
Specialized Knowledge and Skills Requirements
- Demonstrated experience in providing customer service.
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Fluently speak, read, write, 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 of criminal and employer background checks.
CB1
~MON~
LI:LM1
Please review the job requirements.
Job ID: 06029
Division: Sales
Work Location(s): United States-Arizona-Phoenix
Full/Part Time: Full-Time
Position Information:
-Hours for these positions will be 2:00 p.m.-10:10p.m. Schedules will include working evenings, weekends and holidays with day(s) off during the week.
Obtaining a property & casualty license for these positions will help provide seamless service on policies for our existing customers of American Family Insurance.
-Required to pass the state licensing exam for property and casualty producer licenses. Property & casualty producer licenses for all operating and/or servicing states must be obtained. Must complete required continuing education credits to maintain state licenses for all operating and/or servicing states.
Bilingual premium pay and language testing informatoin will be discussed during the interview process.
Position Objective
Policy Sales & Service Bilingual Representative I employees are trained in the necessary knowledge and skills to provide customer service support, assisting agencies and customers with policy related inquiries. They acquire a working knowledge gained through extensive training to resolve problems in an unscripted care center environment. Policy Sales & Service Bilingual Representative I employees work to obtain appropriate agent licenses and learn to service, solicit, quote, bind coverage for prospects and existing customers of American Family Insurance. In addition, they complete work task management referrals and calls within established time frames, including the necessary documentation.
Primary Accountabilities
- Knowledge & Competence Development (60%)
- Completes scheduled classroom training to develop a solid foundation relative to customer service practices and procedures, policy processing systems, and business rules.
- Completes additional education modules as outlined in the Customer Contact Center curriculum map to further develop knowledge relative to American Family and to providing industry leading customer service.
- Participates in on-the-job training and job shadowing to provide an opportunity to apply knowledge gained through classroom training program.
- Partners with a mentor to observe and further acquire technical expertise necessary to respond to all inquiry scenarios and to gain confidence in accountability for problem resolution and decision making.
- Works to obtain appropriate agent licenses and learns to service, solicit, quote, bind coverage for prospects and existing customers of American Family Insurance.
- Demonstrates proficiency in locating and navigating online resource materials. Utilizes team resources for difficult resolutions and to identify and resolve unfamiliar issues.
- Customer Service (20%)
- Answers inbound phone inquiries in a courteous, efficient, and professional manner. Ensures responses are consistent, accurate, relevant and within established time standards. Assists callers with language barriers and those who are hearing impaired.
- With mentor, uses acquired technical knowledge to make appropriate decisions to respond to questions and resolve problems. Responds verbally to inbound customer inquiries. Acts as an extension of the agent by providing after hours agent support via Access Direct telephone support services.
- Collaborates cross-divisionally to achieve customer satisfaction.
- Handles customers with tact, diplomacy, and empathy. Engages optimal customer service skills to effectively manage customer emotions and resolve with the best possible customer experience.
- Assist with changes to customer accounts. Collaborate with field force on sales placed through the Contact Center to ensure required documents are completed and uploaded.
- Business Processes & Procedures (20%)
- Tracks daily customer interaction activity in appropriate contact management system.
- Gains and applies knowledge of policy processes and procedures to be able to interpret all lines, all state policy processing rules.
- Gains and applies knowledge of regulatory requirements and state specific compliance as it relates to the handling of customer information and insurance rules and regulations.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Communication
- Negotiation
- Selling/Marketing Analysis
- Stress Management
- Teamwork
Education/Licenses/Designations
- Must maintain 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 license within 21 days of hire date. Property and casualty licenses for all operating and/or service states must be obtained within 45 days of hire date.
Specialized Knowledge and Skills Requirements
- Demonstrated experience in providing customer service.
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Fluently speak, read, write, 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 of criminal and employer background checks.
CB1
~MON~
LI:LM1
Please review the job requirements.