AFIBL Bilingual Customer Service Representative - Complex

American Fidelity Corporation; Oklahoma City (OK); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work model

Home office option

Job summary

American Fidelity Corporation seeks a Bilingual Customer Service Representative to handle complex policy maintenance, customer inquiries, and policy conservation in a high-volume, fast-paced setting in Oklahoma City. You will communicate in English and Spanish, perform precise calculations, and collaborate with agents and the Compliance/SIU teams as needed.

The role requires 3 years of customer service experience (associate degree optional) and strong writing, interpersonal, and coordination

Qualifications

• Bilingual skills (Spanish/English) required and used at least 50% of the time.
• Excellent verbal and written communication.
• Strong math and analytical abilities.
• Ability to handle complex policy inquiries and processes with accuracy.

Responsibilities

• Provide complex policy maintenance and customer responses via phone and email.
• Resolve the most complex customer inquiries independently, ensuring accuracy and timely handling.
• Coordinate with Agents, policy owners, and Compliance on issues as needed.
• Handle policy conversions, premium allocations, and ownership changes per procedures.

Skills

Bilingual Spanish/English

Customer service

Communication skills

Math skills

Analytical skills

Attention to detail

Time management

Leadership skills

Education

High School Diploma or GED

Associate degree acceptable

Job description

AFIBL Bilingual Customer Service Representative - Complex page is loaded## AFIBL Bilingual Customer Service Representative - Complexlocations: Oklahoma City, Oklahomatime type: Full timeposted on: Posted Todayjob requisition id: JR1114**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**Our Home Office in Oklahoma City features numerous onsite amenities and our open work environment helps foster teamwork. The majority of our Colleagues split their time between working from home and coming to the office, depending on their role and business needs.**Onsite Amenities include:- Medical Clinic available onsite and virtually- Waterfront Grill- Free Parking Garages- Walking Trails- Basketball and Pickleball Courts- Fitness Center with state of the art equipment and personal training