Bilingual Spanish/English-Customer Service Representative - 1 - Loyalty Services

Job Title : Bilingual Spanish / English-Customer Service Representative - 1 - Loyalty Services

Location : Phoenix, AZ (Onsite)

Duration : 6 Months (CTH)

No. of Positions : 1

Bilingual candidates only

Interview Process : 1 interview with the hiring manager - WEBEX

Job Hours : 8 : 30am-7 : 00pm EST- timeframe. Monday-Friday

Job Schedule : 5 days in office

TEMP TO PERM : Yes

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 Combined products and services. As a Loyalty Services Specialist, he / she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined s products and systems.

RESPONSIBILITIES

Prior working knowledge of product information of Combined products and services.

Provides routine information and support to Designated Customers such as Worksite, Client Workplace, Core Policyholders and other lines of business administered by Client.

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.

Expected to be able work various shifts within 7 : 30 a.m. 6 : 00 p.m. CDT timeframe.

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

Values Orientation : Upholds and models Client values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks One Client

SKILLS

Prior working knowledge of product information of Combined products and services

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 at Combined with knowledge of claims processes

OUR BENEFITS

As a Client corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. Client is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees :

Health insurance

Dental insurance

Tuition reimbursement

A company-match 401(k) plan

Disability insurance

Life insurance

Employee referral bonuses