Customer Service Representative, Bilingual Arabic, Urdu

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

📋 Description

• Provide outstanding customer service in a dynamic call center setting by managing inbound calls, chats, and processing tasks from both clients and agents concerning all personal lines insurance policies.

• Address inbound phone calls and chats from clients and/or agents in a courteous and timely manner.

• Deliver precise information related to policies, coverage, billing, payments, and endorsements.

• Efficiently resolve client inquiries, complaints, and requests while ensuring a positive customer experience.

• Accurately and efficiently process assigned tasks, which include policy updates, endorsements, cancellations, and other relevant transactions.

• Effectively prioritize workload to align with service level agreements and departmental standards.

• Adhere to company policies, procedures, and regulatory requirements.

• Work collaboratively with team members and leadership to share insights, enhance workflows, and improve the overall client experience.

• Engage in training, coaching, and team meetings to maintain skills and stay updated with policies and procedures.

⛳️ Requirements

• A minimum of two (2) years of agency experience in Personal Lines, including homeowners and other lines; or a comparable combination of education and experience.

• Proficiency in Arabic or Urdu.

• Preferred knowledge of Property/Casualty Insurance operations and policy components.

• Excellent verbal and written communication skills.

• Capability to manage multiple tasks efficiently while maintaining high accuracy.

• Familiarity with insurance systems and standard office software.

• Skill in professionally handling difficult or upset clients, employing effective de-escalation techniques to resolve issues and preserve positive customer relationships.

• Strong problem-solving and conflict resolution abilities.

• Willingness to participate in virtual team meetings, training sessions, and performance reviews.

• Self-motivated, disciplined, and able to maintain productivity without direct supervision.

• An active 2-20 or 4-40 license, or industry designations such as CPCU or CIC, is preferred.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Pet insurance.

• Flexible Spending Account.

• Competitive Salaries.

• 401K Match.

• Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, and Paid Parental Leave.

• Short and Long-Term Disability.

• Employee Support Programs, including Mental Health resources.

• Tuition Reimbursement.

• Matching Charitable Gift Program.

• Lucrative Referral Program.

• Commuter Benefits.

• Flexibility: Remote and Hybrid Opportunities Available.