Customer Service Complex Bilingual Representative

Job Title

Provides complex policy maintenance, customer phone and email responses, and policy conservation to internal and external Customers, including policy owners and agents. Excellent verbal and written communication skills utilized in English and/or Spanish at least 50 percent of the time. Resolves the most complex Customer inquiries and completes the most complex Customer service processes/requests independently, with specific attention to detail, accuracy and timely handling in accordance with the established Bermuda KYC, AML & ATF regulations and procedures. Consults with Compliance about suspected AML/ATF issues; and with SIU regarding suspected fraud.

Liasions with Agents & policy owners to create complex reprojections based on specific policy coverage changes, and loan or partial surrender requests. Processes the most complex policy processes, such as conversions from Term to UL/IUL products, premium allocation and fund transfers on IUL products, and ownership changes according to established procedures. Handles payment due diligence in accordance with PCI and AML/ATF procedures, which includes credit cards, checks, & wires. Partners with Underwriting Department to review payors.

Takes appropriate action to handle escalated Customer situations to ensure the Customer and/or Agent is served in a manner which meets or exceeds their expectations. Exhibits expertise in a variety of work processes and procedures developed through a combination of job-related training, and considerable on the job experience. Anticipates patterns with regards to Customer service and Colleague processes.

Technical Skills & Requirements

• Excellent Customer Service Skills
• Excellent math skills
• Excellent analytical skills
• Advanced communication skills
• Excellent writing skills
• Advanced interpersonal skills
• Advanced coordination and collaboration skills
• Exceptional professional attire and demeanor
• Strong knowledge of Universal Life products
• Proven ability to work in a high volume, quick paced production environment
• Known and demonstrated ability to be prompt and accurate with work product
• Proven ability to change and demonstrated openness to change
• Strong leadership skills
• Proven ability to multi-task and achieve stated goals
• Require proven bilingual skills; Spanish & English (verbal and/or written communications)

Education & Certifications

• High School Degree or General Education Degree (GED)
• 3 years up to 5 years
• 3 years customer service experience required. Associate Degree acceptable in lieu of experience