Bilingual Complex Policy Rep - Client Service & Compliance

AFA American Fidelity Assurance Company; United States; On-site; USD 50,000 - 75,000; Full time

Job summary

AFA American Fidelity Assurance Company is seeking a skilled Customer Service Specialist to manage complex policy maintenance, respond to inquiries, and conserve policies for owners and agents. The role requires bilingual Spanish/English communications and the ability to resolve intricate issues with accuracy in a high-volume environment.

You will collaborate with Compliance on AML/ATF matters and coordinate with SIU on suspected fraud while delivering professional, compliant service.

Qualifications

• 3–5 years of customer service experience.
• Bilingual in Spanish and English (written and spoken).
• Experience in policy-related or financial services is a plus.
• Strong math, analytical, and communication skills.

Responsibilities

• Provide complex policy maintenance and respond to customer inquiries via phone and email.
• Conserve policies for internal and external customers including policy owners and agents.
• Coordinate with Compliance on AML/ATF issues and with SIU on suspected fraud.
• Collaborate with agents and policy owners to reproject coverage changes and requests.
• Process complex policy actions such as conversions and ownership changes.
• Handle payment due diligence following PCI and AML/ATF procedures.

Skills

Customer service excellence

Bilingual: Spanish & English

Policy product knowledge

Analytical skills

Communication skills

Leadership capabilities

Adaptability

Education

High School Diploma or GED

Associate Degree (in lieu of experience)

Job description

AFA American Fidelity Assurance Company is seeking a skilled Customer Service Specialist to manage complex policy maintenance, respond to inquiries, and conserve policies for owners and agents. The role requires bilingual Spanish/English communications and the ability to resolve intricate issues with accuracy in a high-volume environment.

You will collaborate with Compliance on AML/ATF matters and coordinate with SIU on suspected fraud while delivering professional, compliant service.