Bilingual Contact Center Representative

Job Title

High School Diploma or Equivalent Preferred: Associate degree

Required Qualifications:

• Ability to effectively communicate and build strong partnerships with newer employees
• 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
• Bilingual language proficiency
• Bilingual skills (verbal, written, read)

Preferred Qualifications:

• 2+ years' experience in a contact center environment
• Supplemental insurance knowledge and licensing is a plus

Required Technical Skills:

• Basic computer skills and knowledge of database software

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 develop 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
• Learns 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

Only those lawfully authorized to work in the designated country associated with the position will be considered. Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.