AFIBL Bilingual Customer Service Representative - Complex

AFA American Fidelity Assurance Company; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

American Fidelity is seeking a diligent Customer Service Specialist to manage complex policy maintenance for policy owners and agents. You will respond to inquiries in English and Spanish, ensure accuracy, and comply with AML/ATF regulations.

The role involves coordinating with Compliance, SIU, and Underwriting in a fast-paced environment. You will handle policy conversions, premium allocations, and fund transfers on IUL products, plus ownership changes, while ensuring timely and accurate

Qualifications

• Bilingual Spanish/English required.
• Excellent customer service and communication skills.
• Strong math, analytical and writing abilities.
• Ability to work in a high-volume environment while maintaining accuracy.
• Knowledge of AML/ATF regulations is desirable.

Responsibilities

• Provide complex policy maintenance for internal and external customers.
• Respond to customer inquiries by phone and email.
• Resolve the most complex inquiries with accuracy and timeliness.
• Consult with Compliance on AML/ATF issues and with SIU on suspected fraud.
• Process advanced policy actions: conversions, premium allocations, fund transfers on IUL, and ownership changes.
• Handle payment due diligence including credit cards, checks, and wires.
• Collaborate with Underwriting to review payors.
• Escalate situations to ensure customer and agent satisfaction.

Skills

Bilingual Spanish/English

Customer service

Math skills

Analytical skills

Communication skills

Writing skills

Interpersonal skills

Coordination

Collaboration

Leadership

Multi-tasking

Attention to detail

Education

High School Diploma / GED

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 Corporate Careers | Sales Careers | Internships | APL American Fidelity is a certified Great Place to Work for All! No matter where you work in the organization, you have a chance to make a difference. Our culture focuses on helping Colleagues to be their best! We work hard to make a difference to our Customers and community, focus on teamwork and collaboration and always offer a different perspective - a different opinion. American Fidelity specializes in the education, public sector, automotive and healthcare industries with products like group and individual life, health and annuity services as well as other financial security products and services. We’re focused on offering a different opinion to our Customers – making things easier for them by providing benefits administration and education. For our policyholders, we help provide financial security through our benefit offerings, which provide coverage for some of life’s worst events – cancer, accidents, critical illnesses, death and more – and for some of life’s best – childbirth, retirement and more.