Bilingual Customer Service Representative

Job Title: Bilingual Spanish/English-Customer Service-Worksite Representative

Location: Chicago, IL 60631

Duration: 5 Months (Contract to Hire/TEMP TO PERM)

Job Schedule: Training is on-site for 7-8 weeks, 40 hours per week. 5 days per week in the office.

It is 40 hours per week. The hours of operation are 730am-600pm CT

Client, a Client Company, is seeking a Worksite Representative to join our fast-paced, high-energy, growing company. We are proud of our tradition of success in the insurance industry for over 100 years. Come join our team of hard-working, talented professionals!

Job Summary

Often the first point of contact for customers, the Worksite Representative is responsible for addressing customer service concerns, inquiries, and activities. The Worksite Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Worksite Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of products and systems.

Responsibilities

Supporting policyholders with insurance product information

Answering PFP calls and responding to policyholder inquiries with claims, service, and intake-related issues

Provide detailed information about policy statuses

Assist with basic technical troubleshooting for self-service related issues

Ability to send transfers to the PFP sales team to increase APV revenue

Ability to handle claim intake for PFP

Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPIs.

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

Willingness to participate in partnership training and mentoring of Junior Representatives.

Willingness to perform other duties as assigned.

Expected to be able to work various shifts within the 7:30 a.m. 6:00 p.m. CDT timeframe.

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

Competencies

Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues, and situations.

Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills, and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge, and deepen technical expertise. Take advantage of formal and informal development opportunities. Takes on challenging work assignments that lead to professional growth

Initiative: Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.

Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course

Results Orientation: Effectively executes plans, drives for results, and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results

Values Orientation: Upholds and models Client values and always does the right thing for the company, colleagues, and customers. It is directly truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks One Client.

Qualifications for Internal Candidates

Skills

Previous experience as a customer service representative and prior contact center experience are preferred

Basic familiarity with insurance products and policy schedules.

Friendly and professional demeanor.

Excellent communication and interpersonal skills.

Basic computer skills and knowledge of database software.

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.

Ability to remain calm in stressful situations.

Ability to explain detailed policy concepts in a simple way

Bilingual skills (verbal, written, read) in Spanish preferred

Education and Experience

3- 5 years experience of customer service.

High School Required; bachelor's degree preferred