Amazing opportunity for career progression.
Globe Life Family Heritage Division is looking to fill a Customer Service Representative I role for their team in the Customer Service Life UA department located in Broadview Heights, Ohio.
We offer a competitive salary with a great benefits package and career development opportunities.
Job Summary
The Customer Service Representative I is responsible for engaging with customers on behalf of the company in a positive and professional manner. Handle customer service incoming calls from our English and Spanish agents and policy holders and translate documents from Spanish to English. Their duties include answering phone calls, emails from customers to answer questions, process request for changes to a policyholder account and maintaining expert knowledge about company products and processing guidelines.
Job Duties & Responsibilities:
- Answer and return calls from policyholders and agents effectively and professionally.
- Provide accurate resolutions to customer inquiries in a professional and courteous manner.
- Processes daily requests from agents and policyholders with high accuracy and index documents to Onbase in a timely manner.
- An excellent verbal and written communicator with both our English and Spanish callers accurately answering policy questions and solving problems by phone and email.
- Assist with translating documents from Spanish to English and making follow up calls to policyholders/agents for quality assurance.
- Ongoing training with products and processes within the customer service department.
- In constant communication with team through Jabber and Email concerning incoming documents and phone calls from policyholders and agents throughout the day.
- Processes daily requests from Agents and Policyholders with high accuracy.
- Meet Quality Assurance Requirements and other key performance metrics.
- Watch for trends, issues or potential fraud along with assisting with agent practice investigation.
- Complete assigned projects in the planned timeframe.
- Attend and complete training courses.
Required Skills
Knowledge, Skills, & Abilities:
- A high level of integrity, confidentiality, flexibility and support of management is expected at all times.
- Excellent analytical skills and attention to detail
- Must be fluent in English and Spanish and excellent verbal and written communication skills.
- Excellent analytical skills with high attention to detail.
- Microsoft Office (Outlook, Word, Excel)
- Ability to handle and prioritize multiple tasks and meet deadlines.
- Ability to work well under pressure.
- High volume inbound call center experience
- Positive and helpful attitude.
- Individual must be a team player and be able to work independently.
Applicable to all employees of Globe Life & Accident and its subsidiaries:
- Reliable and predictable attendance of your assigned shift
- Ability to work full time and/or part time based on the position specifications.
Required Experience
Education & Work Experience Required:
- High School Diploma or equivalent.
- One to two years customer service experience required.