Bilingual Contact Center Representative

Job TitleHigh School Diploma or Equivalent Preferred: Associate degreeRequired Qualifications:Ability to effectively communicate and build strong partnerships with newer employeesEffective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may ariseDemonstrated attention to detail, organizational skills, and time management skillsAbility to work a flexible schedule to meet the needs of the business and performance requirementsFriendly and professional demeanorExcellent communication and interpersonal skillsAbility to remain calm in stressful situationsBilingual language proficiencyBilingual skills (verbal, written, read)Preferred Qualifications:2+ years' experience in a contact center environmentSupplemental insurance knowledge and licensing is a plusRequired Technical Skills:Basic computer skills and knowledge of database softwareResponsibilities:Demonstrate consistent good quality and performance resultsProvide consistent service that is customer-focused and professionalSupporting Field Sales agents with insurance product informationAssist with basic technical troubleshootingBe able confident and capable to handle all new business, underwriting, claim and compensation situationsLearn soft skills while communicating with customersFocus on customers' needs and develop a customer-centric approach in servicing customer's needsConsistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after-call work, customer satisfaction, and other KPI'sExhibits and practices the Organization's Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadershipLearns all policy product lines, all procedures for the core and worksite callsProvides support for business partners as neededRepresents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and OwnershipOnly those lawfully authorized to work in the designated country associated with the position will be considered. Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.