Bilingual Customer Service Representative

Job Title: Bilingual Spanish/English-Customer Service Representative-CWB (Client Workplace Benefits)

Duration: 6 Months (CTH)

Location: Chicago, IL (Onsite)

Responsibilities

• Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment
• Assume ownership and timeliness in handling callers’ requests in an efficient, accurate and professional manner
• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
• Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries
• Maintain performance and quality standards
• Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience
• Ability to learn the basic concepts of personal lines insurance principles and Client and Combined products offered to our CWB customers
• Work collaboratively with team members, and business partners to provide a positive customer experience for our caller
• Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed
• Assist with special requests as needed.
• Complete additional tasks and other projects/duties as assigned

Qualifications

• Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred.
• 3-5 years’ experience of Insurance background
• Customer- focused mindset and dedication to providing exceptional service to employees
• Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus!
• Outstanding, effective, and service focused communication skills, both verbal and written
• Proficient in computer skills, multi-application navigation and multi-tasking
• Accepts accountability