Bilingual Customer Service Specialist

Customer Service Representative

Ensures delivery of excellent customer service to English and Spanish callers while maintaining solid customer relationships by handling their questions and concerns with speed and professionalism without direct supervision. Updating database with insurance for various collateral. Ensures delivery of high quality and accurate customer service while maintaining solid customer relationships by handling their questions and concerns with speed and professionalism. This position receives inbound calls and completes outbound calls or web inquiries to insurance companies to verify insurance.

Job Duties and Responsibilities:

Inbound Calls - 90%

• Handle incoming borrower, agent and lender calls at a professional level.
• Accurately compose written information for loan histories.
• Accurately verify, key and/or memo insurance information in relation to all Creditor Placed Insurance (CPI) product types and CPI cancels.
• Ability to follow up and resolve customer problems or issues.
• Mentor fellow co-workers as requested by supervisor.
• Report any system and related issues.
• Rep will move into the Spanish queue.

Metrics - 10%

• Meet set goals and assigned workload expectations for productivity.
• Meet and exceed Quality audits and metrics.
• Ability to be coached and learn from previous errors and know what is needed to improve.
• Meet monthly regarding scorecard metrics.

Qualifications (Education, Experience, Certifications & KSA):

• High School Diploma or GED required.
• Strong attention to detail and organization skills required.
• Strong problem solving and analytical abilities.
• Dependable and reliable.
• Ability to acknowledge and respect confidential information.
• Excellent telephone, written and verbal communication skills with strong customer service focus.
• Professional interaction with employees, peers and customers.
• Answers questions, corrects errors and resolves discrepancies.
• Ability to learn quickly.