Bilingual LTD Case Manager adjudicating long - term disability claims at Disability Management Institute, ensuring excellent customer service throughout the process.
About the role
- Bilingual Spanish Service Center Representative providing exceptional customer service for insurance inquiries via phone, email, and chat. Collaborating with departments to enhance customer experience and resolve issues.
Responsibilities
- Answer complex customer inquiries and issues via phone, email, and chat
- Prioritize the customer relationship by listening and responding with empathy
- Demonstrate patience and clear communication when assisting customers
- Provide detailed information about insurance products, policies, and processes
- Explain complex insurance terms and concepts to customers in an understandable manner
- Analyze and resolve customer inquiries and complaints
- Collaborate with other departments to resolve complex issues
- Handle back-office processing tasks including policy updates and data entry
- Process customer payments accurately and efficiently
- Maintain up-to-date knowledge of company policies, products, and services
- Document all customer interactions and maintain accurate records in the CRM system
- Troubleshoot and resolve technical issues related to online portal and app use
- Promote the use of self-service and online tools to customers
- Support operational strategies to improve customer retention
Requirements
- 3-5 years of customer service experience with a passion for service excellence
- Previous inbound contact center and financial service experience is an asset
- Knowledge of insurance products and regulatory requirements is an asset
- Proficient in English and Spanish (verbal and written)
- Proven ability to handle complex customer issues with empathy and professionalism
- Excellent communication skills, both verbal and written
- Demonstrated patience and effective communication skills to explain complex insurance terms
- Experience in back-office and payment processing
- Strong technical skills with aptitude to troubleshoot technical issues
- Resourceful, with strong problem-solving skills
- Ability to work independently and as part of a team
- Effective multi-tasking and time management skills
- Strong understanding of Contact Center Key Performance Indicators
- College Diploma or University Degree an asset
Benefits
- Work from home opportunities
- Full time schedules with weekends off (Rotating shifts between 9am-5:30pm EST)
- Full benefits package and pension with company match
- Vacation time and bonus structure
- All required equipment/hardware provided
- Supportive management and co-workers
- Diverse and inclusive working environment
- Constant opportunity to learn, grow and advance your career
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