AFIBL Bilingual Customer Service Representative - Complex

American Fidelity; Oklahoma City (OK); On-site; USD 38,000 - 60,000; Full time

Job summary

American Fidelity Corporation seeks a bilingual customer service specialist to handle policy maintenance, inquiries, and conversions with high accuracy and AML/ATF awareness. You will communicate in English and Spanish, support agents and policy owners, and resolve complex issues in a fast-paced environment.

Strong math, writing, and interpersonal skills are required. Prior experience in life insurance products and compliance procedures is preferred, with high attention to detail and the ability

Qualifications

• Bilingual in Spanish and English required.
• Excellent customer service skills.
• Strong math and analytical abilities.
• Advanced communication and writing skills.
• Ability to handle high-volume, fast-paced production environment.
• Knowledge of Universal Life products preferred.
• Proven ability to adapt to change and maintain accuracy.

Responsibilities

• Provides complex policy maintenance, customer phone and email responses, and policy conservation with AML/ATF compliance.
• Liaisons with Agents & policy owners to create complex reprojections and handle policy changes, premium allocations, and ownership changes.
• Handles escalated customer situations to meet or exceed expectations and anticipates patterns in customer service and colleague processes.

Skills

Bilingual Spanish/English

Customer service

Math skills

Analytical skills

Communication skills

Writing skills

Interpersonal skills

Coordination & collaboration

Professional demeanor

Knowledge of UL products

High-volume environment

Attention to detail

Adaptability

Leadership

Multi-tasking

Education

High School Diploma or GED

3 years customer service experience; Associate Degree acceptable in lieu of experience

Job description

Job Description:

• Provides complex policy maintenance, customer phone and email responses, and policy conservation to internal and external Customers, including policy owners and agents. Excellent verbal and written communication skills utilized in English and/or Spanish at least 50 percent of the time. Resolves the most complex Customer inquiries and completes the most complex Customer service processes/requests independently, with specific attention to detail, accuracy and timely handling in accordance with the established Bermuda KYC, AML & ATF regulations and procedures. Consults with Compliance about suspected AML/ATF issues; and with SIU regarding suspected fraud.
• Liasions with Agents & policy owners to create complex reprojections based on specific policy coverage changes, and loan or partial surrender requests. Processes the most complex policy processes, such as conversions from Term to UL/IUL products, premium allocation and fund transfers on IUL products, and ownership changes according to established procedures. Handles payment due diligence in accordance with PCI and AML/ATF procedures, which includes credit cards, checks, & wires. Partners with Underwriting Department to review payors.
• Takes appropriate action to handle escalated Customer situations to ensure the Customer and/or Agent is served in a manner which meets or exceeds their expectations. Exhibits expertise in a variety of work processes and procedures developed through a combination of job-related training, and considerable on the job experience. Anticipates patterns with regards to Customer service and Colleague processes.

Technical Skills & Requirements

• Bilingual skills (Spanish/English) required
• Excellent Customer Service Skills
• Excellent math skills
• Excellent analytical skills
• Advanced communication skills
• Excellent writing skills
• Advanced interpersonal skills
• Advanced coordination and collaboration skills
• Exceptional professional attire and demeanor
• Strong knowledge of Universal Life products
• Proven ability to work in a high volume, quick paced production environment
• Known and demonstrated ability to be prompt and accurate with work product
• Proven ability to change and demonstrated openness to change
• Strong leadership skills
• Proven ability to multi-task and achieve stated goals

Education & Certifications

• High School Degree or General Education Degree (GED)
• 3 years customer service experience required. Associate Degree acceptable in lieu of experience

#AFC