Bilingual Licensed Customer Service Representative
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Job Description
Bilingual Licensed Customer Service Representative assisting agents with insurance inquiries in a fast-paced environment. Requires Property & Casualty or Personal Lines License with a minimum of 6 months' experience.
Responsibilities:
- Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes.
- Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention.
- Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services.
- Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.
- Accurately maintains and tracks data across various computer systems.
Requirements:
- Property & Casualty License or a Personal Lines License
- Associate degree in a business-related field or equivalent experience required
- A minimum of 6 months' related work experience is required with customer service experience preferred
- Must have the ability to review, record, and organize written data from a variety of sources with no pre-established format
- Must have excellent oral, written, and interpersonal communication skills and the capacity to multitask in a structured work environment
- Must have the ability to handle confidential and proprietary information
- Proficiency with computers is mandatory
- Knowledge and ability to use Microsoft Office tools is necessary
- Must have a clear understanding of the organization's policies, standards, and procedures to guide customer interactions.
Benefits:
- Flexible Time Off Annual Accrual - 15 days
- Paid, mandatory training lasting approximately 12 weeks
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