Overview of the role.....

The Spanish Bilingual Customer Service Associate position operates in a virtual claims contact center assisting Spanish-speaking customers needing to file an insurance claim. Interactions with customers include initiating and explaining the claims process, providing status on existing claims, and providing other services to the customers as needed.

Applicants interested in being considered for this role must reside in Colorado.

• Start Date: Monday, January 23, 2022
• Paid Training: Monday – Friday, 9:00 am - 5:45 pm CST / 9:00 am – 5:45 pm EST, 7 weeks.
• Department Hours: Our contact center is open 24x7x365, this is a full-time role working 40 hours/week.
• Hourly Pay: $16.85 - $20.25 per hour.
  • Hourly rate is based on geographic location (city/state) and related customer service experience.
• Plus the opportunity to earn an additional 10% per hour, must pass both a written and verbal Spanish Skills Assessment.

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A Day in the Life of a Customer Service Associate

• You are a member of a diverse team of individuals working together to take care of our customers.
• You are the first voice our customers hear when they need us the most and will assist in a variety of situations.
• You take inbound calls from the comfort of your home, and we offer a wide variety of shifts.
• You are our customers’ first point of contact for claims with their automobiles, homes, motorhomes, and immediate towing with roadside assistance.
• You put the customer at ease by explaining the claim process including next steps and expectations.
• You will be successfully trained to pay close attention to details and be accurate in your documentation.
• You are a part of a team working together to encourage and assist each other day in and day out with a supervisor leading the way.

Essential Job Functions

• Responds to inbound telephone inquiries in a Claims Contact Center.
• Initiates auto and homeowner claims by obtaining preliminary loss information from agents, insureds and third parties.
• Provide customers with an explanation of the claim process.
• May authorize services such as road side assistance and rental cars.
• Responsible for efficient and accurate completion of customer inquiries regarding the status of existing claims.
• Ensures all customer interactions are clearly and accurately documented in the claim file.
• Maintains job knowledge through intermittent training/learning and incorporates new information into daily tasks.

You'll Shine If You Have/Are

• Strong verbal communication and listening skills.
• Proficient in English written and verbal communication skills.
• Proficient in Spanish written and verbal communication skills.
• Assumes personal responsibility for actions.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Possesses strong technical aptitude including the ability to master multiple windows simultaneously

Physical Actions

This role, whether performed virtually or in an office setting, operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information and locates material, resources and other objects.
• Ability to operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Experience Requirements

• Customer Service Experience preferred.
• Typing Skills: 30 WPM with 90% Accuracy, Required.

Education Requirements

• High School Diploma or equivalent required.
• Insurance Adjusters License in states where applicable.

Additional Qualification