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Bilingual Customer Service Representative

Location: 

New Haven, CT, US, 06510

Category:  Operations Support

Overview

Responds to a wide range of phone and email inquiries in Spanish or in French, providing detailed knowledge of the Order's insurance, annuity product offerings and fraternal organization utilizing all information systems data as appropriate and within guidelines. At all times, maintains professional, courteous and positive image to reflect positively on the Order's image and business operations.

Core Responsibilities

information systems data as appropriate to release information.

  • Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern. Uses KofC online systems to search for and secure the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance (old and new), ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines.
  • Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
  • Reviews and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department. Serves as liaison between KofCs website and its departments.
  • Performs other customer service related duties, e.g., if Bilingual in Spanish/English or French/English, translates for other business areas.
  • Routinely reads departmental communications, product updates and other tools to stay current with organizational developments.
  • Performs other customer service related duties as requested by supervisor.

Skills Qualifications

  • High school diploma or equivalent required; college degree or currently pursuing preferred
  • Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
  • An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner
  • Solid written communication skills
  • Ability to work and grow in a fast-paced, high-volume call center environment
  • Willingness to learn new skills and ability to adjust to changes quickly
  • Open to feedback to support your performance and development
  • Solid computer and multi-tasking skills
  • Ability to speak French Canadian or Spanish is a plus but not required. Salary commensurates with bi-lingual proficiency.

Education

  • High school diploma or equivalent required; college degree or currently pursuing preferred
  • Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
  • An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner
  • Solid written communication skills
  • Ability to work and grow in a fast-paced, high-volume call center environment
  • Willingness to learn new skills and ability to adjust to changes quickly
  • Open to feedback to support your performance and development
  • Solid computer and multi-tasking skills
  • Ability to speak French Canadian or Spanish is a plus but not required. Salary commensurates with bi-lingual proficiency.

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.


Nearest Major Market: New Haven
Nearest Secondary Market: Hartford