Bilingual Customer Care Specialist - Insurance (Hybrid)

Farmers Group Inc.; Aguascalientes; Hybrid; MXN 167,000 - 234,000; Full time

Benefits offered by this job

Bonus Opportunity

401(k)

Medical

Vision

Health Savings and Flexible Spending

Job summary

Farmers Group Inc. in Mexico is seeking a Customer Care Representative to assist internal and external customers with moderately complex insurance inquiries across multiple channels.

You will navigate several systems and provide compliant, feasible solutions for customers and agents. The role requires 1 year of inbound contact center experience, bilingual proficiency in English and Spanish, and availability to work 5 days a week within a 7am-9pm CT window.

Qualifications

• 1 year of contact center inbound experience

Responsibilities

• Receives and responds to inquiries related to insurance matters.
• Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
• Evaluates and interprets policy information within prescribed authority limits.
• Accesses account information and communicates while working in multiple systems.
• Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
• Documents customer interactions and outcomes thoroughly in system.
• Escalates unresolved issues requiring advanced support for further resolution.
• Built knowledge and acumen through self-directed learning.
• Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Helps maintain department knowledge resources to keep them current.
• Performs other duties as assigned.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for process improvement and makes recommendations to leadership.
• Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
• May work with external vendors to further address customer needs.
• Adheres to assigned, tightly regulated schedule and follows procedures for requesting time off.

Skills

Bilingual English/Spanish

Education

High School Diploma

Tools

Salesforce

Outlook

Job description

Farmers Group Inc. in Mexico is seeking a Customer Care Representative to assist internal and external customers with moderately complex insurance inquiries across multiple channels.

You will navigate several systems and provide compliant, feasible solutions for customers and agents. The role requires 1 year of inbound contact center experience, bilingual proficiency in English and Spanish, and availability to work 5 days a week within a 7am-9pm CT window.