REMOTE Bilingual (Spanish) Life Insurance Call Center Rep

-Must be Fluent in Spanish/English for this role and have 3+ years of call center experience. Good tenure (at least 2+ years in your previous roles are preferred)

Description

• Responsible for conducting client history telephone interviews by interview type and can handle moderately complex calls with guidance.

• Escalates most complex calls and refers requests by underwriters and/or field office staff to a higher level position.

• Provides service to specific customer groups.

• Interacts with proposed insureds accordingly by determining appropriate follow-up questions to ask and how much to probe based on information provided and clients' demeanor.

• Reinforces confidentiality of the information provided by explaining Company procedures and the reason for the process while persuading clients to continue with the interview.

• Negotiates with proposed insureds' alternative calling times as needed.

• Adheres to performance expectations.

• Contributes to service level goals.

• Provides relationship-based service while favorably representing our company, adapting communication style and approach for specific client and situation.

• Practices attentive and active listening to efficiently, accurately, and completely document clients' responses to interview questions.

• Communicates in a professional and confident manner using tact and diplomacy while being pleasant and courteous.

• Speaks at a reasonable pace, being clear and concise, pronouncing words clearly and avoiding jargon.

• Adheres to quality performance expectations.

• Reviews and edits completed interviews in a timely manner ensuring that information received from proposed insureds is completely and accurately documented.

• Researches uncertainties using on-line medical manuals and other on-line resource materials to ensure accurate documentation.

• Refers complex questions to a higher level position.

• Processes work expediently and efficiently so that completed interviews are forwarded to the assigned underwriter without delay, thus contributing to cycle time goals.

• Follows outlined procedures to complete cases involving associated cases, partially completed interviews, non-recorded calls and outbound calling.

• Uses various systems to research and obtain information such as policy numbers, financial reps, and underwriters.

• Uses the CHI system to update cases, providing detailed and accurate documentation regarding call activity.

• Keeps financial reps and underwriters informed via linkgrams and/or Workbench documentation.

• Adheres to Front End Processing, Completions and Outbound Calling performance expectations.

• Manages a daily phone schedule logging in and out of the phone system according to designated start and stop times.

• Follows guidelines for proper use of Not Ready, Make Busy, warm transfers and Return to Queue calls.

• Follows guidelines for handling calls waiting in the queue and requests by clients for a callback.

• Adheres to adherence performance expectations. Shares and seeks out information from other team members.

• Contributes to the achievement of team goals and keeps leadership team informed.

• Contributes to a positive and innovative work environment while supporting other efforts within the Enterprise operations.

• May participate in cross divisional projects and/or process improvement opportunities.

Skills

customer service, call center, written communications skills, computer skills, medical terminology, workbench, Underwriting

Top Skills Details

customer service,call center,written communications skills,computer skills

Additional Skills & Qualifications:

MUST HAVES

• Fluent in Spanish

• 3+ years related work experience to include at least 2 years of previous customer service or call center experience

• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

• Proficient in written and verbal communication

• Solid customer service skills

• Proven ability to apply judgment and discretion while exercising confidentiality

• Ability to work independently, take ownership, and accept responsibility

NICE TO HAVES

• Knowledge of medical terminology preferred

• Successful completion of any required testing

• Associate degree in business or related field OR equivalent combination of education and experience

• Linkgrams or Workbench experience

Experience Level

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.