Customer Service Representative. - Bilingual Spanish (14211)

  • Globe Life Family Heritage Division
  • Cleveland, OH, United States
Full Time

Job Description

Globe Life And Accident Insurance Company is seeking talented candidates who are passionate about growth, helping others and delivering the best possible service to our customers.

Our fast paced, growing office in Broadview Heights, OH is looking to fill a New Business / Customer Service position. Family - oriented, fun culture with career ladder opportunities.

This Representative is responsible for reviewing and processing new business applications for insurance coverage, from receipt to final status in accordance with established procedures and guidelines in a timely manner and meeting departmental quality production standards. Assist with customer service incoming calls from our English and Spanish agents and policyholders, and be able to translate documents from Spanish to English.

We offer a competitive salary and a robust benefits package, including 401(k) match, medical, dental, and vision health plans, short and long-term disability, paid time off, tuition reimbursement, and other career development opportunities.

This is a full - time remote position

Come join our team!

Underwriting Responsibilities:

* Underwrite and process electronic applications by reviewing documents for completeness, accuracy, and compliance with each state.
* Complete processes for errors, pending and withdrawn applications.
* Daily review and preparation of new business applications received in office; and correspondence to team on incoming business.
* Responsible for issuance of all pending applications.
* Scan and Index all paper applications and pending items into Onbase, along with redacting any sensitive information.
* Assist with calls from agents and agency owners regarding new business submission, underwriting guidelines, procedures and state specific for each product.
* Complete processes for errors, pending and withdrawn applications.
* Watch for trends, issues or potential fraud along with assisting with agent practice investigation.
* Assists with complaint research, follow-up and resolution.
* Complete assigned projects in the planned timeframe

Customer Service Responsibilities:

* Answer and return calls from policyholders and agents.
* Process requests from existing policyholders.
* Process credit card payments.
* Complaint research, follow-up and resolution.

Required Skills:

* Excellent verbal & written communication skills.
* Ability to ask probing questions, understand concerns, and overcome objections.
* Proficient in Word, Excel, and Outlook. Ability to learn new computer system.
* Knowledge of customer service principles and practices.
* Teamwork - Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
* Customer Service Focus - Demonstrate a focus on listening to and understanding client/customer needs by exceeding service and quality expectations.
* Must possess a professional friendly attitude and be able to quickly develop rapport with customers.
* Type 25-30 wpm.
* Strong attention to detail.
* Ability to handle multiple tasks and deadlines.
* Ability to professionally handle and resolve escalated issues.

Required Experience:

* One-two years of customer service experience preferred.
* Must be Bilingual / Spanish Speaking.
* Good verbal and written communication skills.
* Good analytical skills and attention to detail.
* Microsoft Office (Outlook, Word, Excel).
* Basic medical terminology helpful.

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