Job Description

Job Responsibilities:

• Handle inbound and outbound customer calls, addressing inquiries, resolving issues, and ensuring positive experiences consistently.
• Manage high-volume call center workload while meeting defined performance metrics and maintaining established quality standards.
• Provide accurate information on policy-related questions using prior customer service experience and preferred insurance knowledge.
• Communicate effectively with diverse customers, delivering bilingual support in English and Spanish while maintaining professionalism.
• Document customer interactions accurately, ensuring complete records and compliance with internal processes and communication standards.
• Listen empathetically to customer concerns, initiative to understand challenges, and resolve issues effectively every time.
• Participate in training, special projects, and responsibilities while adapting priorities within a dynamic work environment.

Skills:

• Strong verbal, written, and listening communication skills to effectively engage customers across diverse interactions daily.
• Ability to problem-solve quickly, think critically, and deliver solutions while maintaining customer satisfaction standards consistently.
• Proficiency in English and Spanish to provide bilingual support and clear communication during customer interactions.
• Attention to detail for accurate documentation, data entry, and maintaining complete records of customer interactions.
• Ability to multitask using technology systems for call handling, loan review, and documenting interactions efficiently.
• Adaptability to thrive in fast-paced environments, adjust priorities, and handle changing responsibilities effectively under pressure.
• Customer-focused mindset with empathy, active listening, and commitment to exceeding expectations in every interaction consistently.

Education/Experience:

• Minimum high school diploma or GED required with least one year of relevant work experience.
• College degree preferred with zero to one year work experience demonstrating foundational knowledge and capability.
• Prior customer service or call center experience to manage high-volume interactions and meet performance expectations.
• Experience handling inbound and outbound calls within fast-paced environments while maintaining quality and productivity standards.
• Ability to communicate bilingually in English and Spanish diverse customer needs and provide accurate information.
• Knowledge of insurance, mortgage banking, or property loss preferred for handling specialized customer inquiries effectively.
• Ability to participate in training and apply learned systems, policies, and processes to customer interactions.

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