What are the responsibilities and job description for the (Bilingual) Customer Service Representative - 1 - Loyalty Services position at ASB Resources?
JOB SUMMARY
Often the first point of contact for customers, the Loyalty Services Specialist is responsible for addressing customer service concerns, inquiries and activities. The Loyalty Services Specialist is responsible for retention and selling the value of our products and services. As a Loyalty Services Specialist, he / she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of our products and systems.
RESPONSIBILITIES
Provides routine information and support to Designated Customers such as Worksite, Workplace, Core Policyholders and other lines of business.
Ability to sell the value and retain policyholders
Services customers via inbound and outbound calls to assist those that wish to cancel their existing insurance coverage by reviewing products, benefits and / or solving service and claims issues.
Assists in the collection of current and past due premiums and may support additional call domains such as Claim Inquiry, Policyholder / Policy administration, billing / payments, or Agent servicing on a as needed basis.
Ability to service 90% of calls independently, using the tools and resources acquired in training and continued experience.
Collects, documents and enters data from and into multiple applications.
Provides instructions and set expectations for policyholders.
Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI's.
Exhibits and practices the Organization's Common Purposes and Shared Traits.
Understands organizational objectives, supports process improvements, and provides feedback to leadership.
Willingness to perform other duties as assigned.
COMPETENCIES
Problem Solving : Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.
Continuous Learning : Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth
Initiative : Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
Adaptability : Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course
Results Orientation : Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results
SKILLS
Provide a needs analysis assessment for what a policyholder may need
Strong verbal and written skills
Ability to partner with others to resolve issues resulting in service or claim related issues
Ability to utilize critical thinking skills
EDUCATION AND EXPERIENCE
High School Required; Bachelor's Degree preferred
2-5 years with knowledge of claims processes
Must be bilingual (English / Spanish)
