Our Client, a Property and Casualty Insurance company, is looking for a Bilingual Spanish / English-Customer Service-Worksite Representative for their Phoenix, AZ location.
Responsibilities :
- Supporting policyholders with insurance product information
- Answering PFP calls and responding to policyholder inquires with claims, service and intake related issues
- Provide detailed information about policies statuses
- Assist with basic technical troubleshooting for self-service related issues
- Ability to send transfers to the PFP sales team to increase APV revenue
- Ability to handle claim intake for PFP
- 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 participate in partnership training and mentoring of Junior Representatives.
- Willingness to perform other duties as assigned.
- Represents the Combined tenants : Personal Connection, Empathy, Problem-Solving, and Ownership
Requirements :
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 growthInitiative : 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.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 courseResults 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 resultsValues 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 "Client"Previous experience working as a customer service representative.In-depth knowledge of insurance products and policy schedules.Strong knowledge of worksite products and servicesExperience in LSP and worksite related systemsFriendly and professional demeanor.Excellent communication and interpersonal skills.Basic computer skills and knowledge of database software.Demonstrated attention to detail, organizational skills, and time management skills.Ability to work a flexible schedule to meet the needs of the business and performance requirements.Ability to remain calm in stressful situations.Ability to explain detailed policy concepts in a simple wayBilingual skills (verbal, written, read) in Spanish preferred2 - 3 years' experience of customer service.High School Required; Bachelor's Degree preferredWhy Should You Apply?
Health BenefitsReferral ProgramExcellent growth and advancement opportunitiesAs an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
