Bilingual Producer Service Representative

Job Title: Bilingual Producer Service Representative

Location: Chicago, IL

Duration: 6 Months (CTH)

Bilingual candidates only

Job Hours: Our hours Monday – Friday are 9:30am-6:00pm CST

Job Schedule-Some Saturday hours may be required.

Job Schedule-five days on site.

RESPONSIBILITIES

• Demonstrate consistent good quality and performance results.

• Provide consistent service that is customer focused and professional.

• Supporting Field Sales agents with insurance product information

• Assist with basic technical troubleshooting

• Be able confident and capable to handle all new business, underwriting, claim and compensation situations.

• Learn soft skills while communicating with customers

• Focus on customers' needs and develops a customer centric approach in servicing customer’s needs.

• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPI’s.

• Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.

• Learn all policy product lines, all procedures for the core and worksite calls.

• Provides support for business partners as needed.

• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership.

SKILLS

• Ability to effectively communicate and build strong partnerships with newer employees.

• Basic computer skills and knowledge of database software.

• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.

• Demonstrated attention to detail, organizational skills, and time management skills.

• Ability to work a flexible schedule to meet the needs of the business and performance requirements.

• Friendly and professional demeanor.

• Excellent communication and interpersonal skills.

• Ability to remain calm in stressful situations.

• Supplemental insurance knowledge and licensing is a plus.

• Bilingual language proficiency

• Bilingual skills (verbal, written, read)

COMPETENCIES

• Problem solving – take an organized and logical approach to thinking through problems and complex issues

• Initiative – Willing to do more than is required or expected

• Adaptability – ability to redirect personal efforts to respond to changing environment

• Results Oriented – effectively executes son plans, drives for results and takes accountability for outcomes

Qualifications - External

EDUCATION AND EXPERIENCE

• High school diploma or general education degree (GED); Associate degree preferred.

• 2+ years’ experience in a contact center environment preferred.