Customer Service Representative – Bilingual

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