Spanish Customer Service Support Specialist - Insurance

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

📋 Description

• Oversee and update customer policy details, assist with renewals, and manage carrier communications.

• Address general inquiries and provide customers with accurate and timely information to meet their needs.

• Support customers with account management, billing questions, and amendments to non-premium bearing policies.

• Update customer records and policy information in Salesforce, ensuring precise and timely documentation.

• Handle 40-60 customer calls per day, delivering exceptional support while maintaining a low call abandonment rate.

• Collaborate with cross-functional teams to resolve customer issues and enhance service delivery.

• Achieve a CSAT return rate of 90% with an average satisfaction score of 4.7.

• Demonstrate coachability and adaptability to shifts in market conditions, processes, and service requirements.

⛳️ Requirements

• Proficient in Spanish (Required)

• Fluency in English is highly advantageous

• Excellent customer service abilities with an emphasis on communication and problem-solving skills

• Capability to manage high call volumes and juggle multiple cases concurrently

• Experienced with Salesforce or comparable CRM/AMS platforms

• Self-driven with a strong sense of urgency and flexibility to adapt to changing market demands

• Ability to work autonomously and receptive to feedback and coaching

• Previous experience in a call center or customer service environment is preferred

• Familiarity with various AMS tools such as Epic, EzyLynx, AMS360, NowCerts, Agency Matrix, QQ Catalyst, HawkSoft

• Knowledge of billing, account management, and insurance policy servicing is beneficial

• Prior experience in Personal and Commercial Lines Insurance is a plus

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance plans

• Opportunities for professional development and career advancement

• Supportive work environment with a strong team culture

• Flexible work arrangements and a healthy work-life balance