Trilingual PHS Customer Service Representative

Trilingual PHS Customer Service Representative

To provide high-quality service and support to life insurance policyholders by handling inquiries, processing policy change service requests, resolving issues, and delivering accurate information efficiently and professionally.

The Trilingual Customer Service Representative must be able to work in a high-performance, customer-focused team environment, helping to maintain a positive customer experience while ensuring compliance with standards and regulatory requirements. They must be fluent in Portuguese, English, and Spanish.

Respond to incoming emails, calls, and inquiries from policyholders, agents, and other stakeholders.

Provide clear and accurate information regarding life plans, including billing, coverage details, and policy changes.

Process policy service requests such as beneficiary updates, payment method changes, address changes, policy assignments, in-force illustrations, benefit payments, and other policy changes.

Document all customer interactions and actions taken in the customer relationship management (CRM) system.

Assist with outbound calls or follow-ups as required.

Provide limited customer service support to local office affiliates.

Assist with special projects as assigned.

Contribute to team goals for service, accuracy, and customer satisfaction.

Trilingual: Excellent written and verbal communication in Portuguese, Spanish, and English (a must).

Education: Associate or Bachelor's Business Degree preferred.

Experience: Minimum two years of experience in customer service, preferably in the insurance or financial services sector.

Additional Experience: Previous customer service experience with Brazilian customers (a PLUS).

Knowledge: Knowledge of life insurance products and terminology.

Soft Skills: Customer-focused mindset with empathy and patience.

Organizational Skills: Ability to multi-task and manage time effectively.

Accuracy: Attention to detail and a high level of accuracy in data entry and documentation.

Software: Familiarity with CRM systems and Microsoft Office software.

Teamwork: Committed team player who actively supports colleagues and contributes to team goals.

Insurance industry is a PLUS