Bilingual Customer Care Specialist

Employer
Assurant
Location
Duluth, Georgia
Salary
Not Specified
Posted
Mar 31, 2018
Closes
May 30, 2018
Ref
53962#GIJ--Assurant.1
Category
Customer Service
Job Type
Not Specified
Career Level
Not Specified

We are always looking for great talent to fill current/future openings at Assurant.

The Customer Care Specialist and Sr. Customer Care Specialist are responsible for providing direct contact with clients and customers to service and retain the account. This can include encouraging the use of other products and services. The client and customer contact is principally done through inbound and outbound calls. Mail, express delivery, fax and other electronic methods (e-mail) may also be used. The Customer Care Specialist and Sr. Customer Care Specialist are responsible for representing Assurant and the company values to clients and customers. This role requires that the incumbent speak fluently in Spanish and English during interactions with customers.

The Customer Care Specialist is responsible for:

Provide direct contact with clients and customers to service and retain the account.

-Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss.

-Balance multiple tasks including call handling, loan level review and call documentation within required metrics.

-May provide information and promote the use of additional products and services as needed.

Gather and track information and troubleshoot client/customer inquiries and problems.

-Research/resolve loan level inquires as it relates to inbound/outbound call activity.

-Follow standard policies and procedures for resolving problems and responding to the customer in a timely manner.

-Recognize consistent problem areas and report to higher level for action.

Build and maintain effective internal working relationships and support teamwork in meeting company goals.

-Understand how the Customer Care Specialist role fits into the larger organizational context and ensure the smooth handoff of work (incoming and outgoing).

-Communicate status updates and appropriately escalate issues and opportunities to meet the needs of clients and customers.

-Participate in special projects, assume new responsibilities, and adjust priorities as requested.

The Senior Customer Care Specialist performs the duties of the Customer Care Specialist role, as well as the following:

Handling the more complex and escalated client and customer calls and situations.

-They typically work with multiple clients and functional areas due to their expanded knowledge and skill set.

-The Senior Customer Care Specialist also acts as a mentor to the Customer Care Specialists.

- Participate in special projects, assume new responsibilities, and adjust priorities as requested.

Assist with facilitation and training of new hires and associate cross-training initiatives.

- Act as a mentor to Customer Care Specialist.

- Act as a subject matter expert on customer care procedures.

Note: Overtime and/or Saturday hours may be required.

Basic Qualifications Required - Experience, Skills, and Knowledge

Customer Care Specialist

- High school diploma or GED

- Basic computer skills including ability to create and edit spreadsheets and emails

- Good verbal/written communication skills

- Minimum of one year customer service and/or related work experience or education

- Ability to use Spanish fluently and accurately on all levels

Sr. Customer Care Specialist

- High school diploma or GED

- Intermediate computer skills including ability to create and edit spreadsheets and emails

- Good verbal/written communication skills

- Minimum of three years customer service experience in insurance, banking, finance, mortgage lending or another related industry

- Ability to use Spanish fluently and accurately on all levels

Preferred Experience, Skills, and Knowledge

Customer Care Specialist

- Experience in insurance, banking, finance, mortgage lending or related experience

- Strong attention to detail

- Strong customer service and listening skills

- Ability to adapt well to change

- Demonstrated ability to work well in team environment and as an individual contributor

- Demonstrated ability to work well in a fast paced/high stress environment

- Demonstrated experience in taking initiative to improve work operations and/or enhance client satisfaction

Sr. Customer Care Specialist

- Ability to prioritize and plan in order to meet metric requirements

- Demonstrated leadership skills

- Strong attention to detail

- Strong customer service and listening skills

- Ability to adapt well to change

- Demonstrated ability to work well in team environment and as an individual contributor

- Demonstrated ability to work well in a fast paced/high stress environment

- Demonstrated experience in taking initiative to improve work operations and/or enhance client satisfaction


Advertisement

Similar jobs

Similar jobs