Bilingual Spanish Service Center Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address intricate customer inquiries and concerns through phone, email, and chat, emphasizing first-contact resolution.

• Prioritize customer relationships by actively listening and responding with empathy.

• Exhibit patience and clear communication while assisting customers from various cultural backgrounds.

• Provide comprehensive information regarding insurance products, policies, and procedures.

• Clarify complex insurance terminology and concepts to customers in an easily understandable way.

• Analyze and resolve customer inquiries and complaints, ensuring high levels of customer satisfaction.

• Collaborate with other departments to tackle complex issues and enhance processes.

• Manage back-office processing tasks, including policy updates, documentation, and data entry.

• Accurately and efficiently process customer payments, including addressing billing inquiries and resolving payment issues.

• Keep current knowledge of company policies, products, and services.

• Record all customer interactions and maintain precise records in the CRM system.

• Troubleshoot and resolve technical challenges related to online portal and app usage, including login issues and navigation.

• Encourage the use of self-service and online tools among customers, educating them on their benefits and functionalities.

• Support operational strategies aimed at enhancing customer retention and minimizing churn.

• Conduct follow-up calls and communications as needed to ensure customer satisfaction and resolve any ongoing concerns.

• Identify trends in customer feedback and provide insights to enhance the overall customer experience.

• Recognize the significance of individual Key Performance Indicators (KPIs) and set ambitious development goals to promote personal and team success.

• Achieve or surpass established KPIs, such as customer satisfaction, productivity metrics, and service quality.

• Assist in training and mentoring new team members when necessary.

• Participate in regular team meetings and contribute to continuous improvement initiatives.

• Foster self-awareness by actively seeking feedback and implementing changes based on it.

⛳️ Requirements

• Post-secondary education (asset).

• 3-5 years of customer service experience with a strong commitment to service excellence.

• Prior experience in an inbound contact center and financial services is advantageous.

• Familiarity with insurance products and regulatory requirements is a plus.

• Proficient in both English and Spanish (verbal and written) to communicate effectively with internal and external customers, partners, and vendors.

• Demonstrated ability to manage complex customer issues with empathy and professionalism.

• Exceptional communication skills, both verbal and written.

• Proven patience and effective communication abilities to clarify complex insurance terminology and concepts to customers from diverse backgrounds.

• Competence in navigating multiple systems, including CRM systems and other customer service software.

• Experience in back-office and payment processing.

• Familiarity with customer retention strategies.

• Strong technical skills with the ability to troubleshoot technical issues.

• Capability to work independently and collaboratively within a team.

• Effective multi-tasking and time management abilities.

🏝️ Benefits

• Opportunities to work from home.

• Full-time schedules with weekends off (rotating shifts between 9am-5:30pm EST).

• Comprehensive benefits package and pension with company matching.

• Vacation time and a bonus structure.

• All necessary equipment/hardware provided.

• Supportive management and colleagues.

• A diverse and inclusive working environment.

• Continuous opportunities for learning, growth, and career advancement.