General Purpose of Position:
The Customer Service Representative (Bilingual) supports incoming calls in both English and Spanish, from agents to provide excellent customer service and provides general support for personal lines insurance sales and service. This position will provide information about products, quote policies, research requests, and troubleshoot customer issues.
Essential Functions and Responsibilities: The following are the usual, basic, and essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties, and skills required.
Ability to fluently speak, read and write English and Spanish
Answers telephone and email questions from Agents, CSR's, and Insured on policy quote, bind and service requests
Assists Agents and CSR's in processing routine transactions
Processes transactions, as necessary.
Assists internal and external accounting department(s) in different analysis resolutions by modifying transactions and/or working with agencies to modify transactions
Prepares reports as required
Acts in a technical advisory capacity and makes recommendations through trending scenarios for system changes and enhancements
Participates in system testing
Assists in documenting trends, problems, communications, procedures, and analysis
Proficient in Word, Excel and other Microsoft Software as required
General
Promote a culture of personal responsibility, open communications, and continuous improvement
Ensure fair and ethical policies and practices in all relationships and operations
Exhibits leadership experience and skills
Exceptional problem-solving ability
Qualifications: To perform this job successfully, an individual must be able to perform each essential function and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Requirements
High School Diploma/GED or equivalent experience, College degree preferred
3-5 years customer service or call/service center environment handling Personal Lines insurance policies a plus.
Property and Casualty license a plus
Excellent customer service and interpersonal skills needed for working with our customers.
Must be detailed oriented and possess strong customer service, organizational and time management skills.
Excellent verbal and written communication skills
Ability to fluently speak, read and write English and Spanish
Ability to work effectively with shifting priorities and multiple deadlines