Job Bilingual Customer Care Advocate

Overview

Play an integral role in driving success, being a part of a passionate team, working directly from the comfort of your own home. We value your expertise and passion, and aim to create a supportive atmosphere that encourages personal and professional growth. We pride ourselves on being a leading company in our industry, known for our stability, reliability, and commitment to excellence. At Traders Insurance, we value employee empowerment, open communication, and the ability to make a difference. Join us today to enjoy a multitude of opportunities for learning, development, and advancement.

We offer the confidence and stability that comes with working for a growing and evolving company. Our company culture allows employees to feel empowered, to be heard, and to make an impact.

As a Bilingual Customer Care Advocate, you are responsible for delivering "best in class" customer service to our independent agency partners, policy holders, and other parties by answering telephone inquiries, providing solutions, and assisting with policy changes. You will need excellent analytical, problem-solving, and communication skills to gather details, investigate the policy file, and communicate potential outcomes based on standard operating procedures and underwriting guidelines. This position utilizes computerized system(s) for risk evaluation, information gathering, and evaluates data, as necessary. A successful Customer Care Advocate I has a passion for customer service excellence, thrives in a fast-paced and ever-changing environment, exhibits solid people skills with other team members, and takes ownership of their own learning and development.

Responsibilities

• Provide first line customer service contact for policy servicing activity utilizing call center Best Practices.
• Initiate renewal and new business processes as well as certain endorsements to determine insurability and compliance with internal guidelines and standards.
• Handle billing transactions by accepting payments by phone and communicate account status as well as cancellation, reinstatement, and endorsement activities to agents and policy holders.
• Complete screening, transactions, and prepare policy files for underwriting approval by securing information from policyholders, agents, or other parties and performing preliminary review and evaluation of the risk.
• Read, interpret, and react to documents such as policies, manuals, forms, and endorsements to understand their meaning, use, and act according to standard procedures.
• Ensure compliance of underwriting referral criteria outside of underwriting authority; affect policy underwriting by analyzing and inputting data via computerized systems.
• Make decisions for creating an opportunity to improve a customer's experience by providing options to meet their needs, which can include a new quote when necessary.
• Work within designated authority and refer inquiries from policyholders, agents, and others to the supervisory staff as needed.
• Accurately conduct operations in compliance with quality, productivity, and regulatory standards; protect confidentiality of sensitive information and underwriting integrity.
• Foster professional relationships with internal and external customers and utilize excellent interpersonal and communication skills to promote a cohesive, pleasant work environment.
• Implement and uphold all policies of Traders Insurance along with the willingness to work hard in a fast-paced and ever-changing environment.
• Open to feedback to support your performance and development.

Qualifications

• High school diploma or equivalent is required and a minimum of 2 years of relevant work experience.
• Prior experience in insurance is preferred; personal lines automobile is a plus but not required.
• Demonstrated customer service experience in a demanding environment.
• Fundamental proficiency of Microsoft Word, Excel, and Outlook.
• Analytical with mindfulness to detail and ability to make decisions in compliance with underwriting rules.
• Math aptitude necessary to manually calculate payment details and communicate to customers.
• Ability to efficiently organize work and manage time to meet key deadlines.
• Ability to effectively communicate, verbally and in writing, and willingness to expand on these abilities.

Bilingual (English/Spanish) Candidates:

• Excellent verbal and written communication skills in English and Spanish; experience using both languages in a professional capacity is preferred.
• Certified interpreter is preferred, but not required.

Compensation is commensurate with experience. Traders employees also benefit from:

• Group Medical/Dental/Vision
• Employee and Dependent Life Insurance
• Paid Time Off
• 401K Plan
• Training and Career Development
• Opportunities for Advancement
• Flexible Schedule (Remote or In-Office)

Traders is an Equal Opportunity Employer.