Bilingual Complex Policy Service Specialist

American Fidelity; Oklahoma City (OK); On-site; USD 36,000 - 48,000; Full time

Job summary

American Fidelity is seeking a customer service professional to handle complex policy maintenance, responses by phone and email, and policy conservation for internal and external customers. Strong English/Spanish communication is required and adherence to Bermuda KYC, AML, and ATF regulations is essential.

The role includes liaising with agents and policy owners on policy changes, loan requests, and fund transfers, with emphasis on accuracy and high-volume performance in a fast-paced environment.

Qualifications

• High School Degree or GED required.
• 3–5 years of customer service experience preferred; associate degree acceptable in lieu of experience.
• Bilingual in Spanish and English required (verbal and written).

Responsibilities

• Provides complex policy maintenance and handles customer inquiries via phone and email.
• Liaises with agents and policy owners to process policy changes and transfers.
• Handles escalated customer situations to meet or exceed expectations and ensures compliance with AML/ATF procedures.

Skills

Excellent customer service

Math skills

Analytical skills

Communication skills

Writing skills

Interpersonal skills

Coordination & collaboration

Professional demeanor

Universal Life product knowledge

High-volume environment

Bilingual Spanish/English

Leadership skills

Multi-tasking

Education

High School Degree or GED

Associate degree acceptable in lieu of experience

Job description

American Fidelity is seeking a customer service professional to handle complex policy maintenance, responses by phone and email, and policy conservation for internal and external customers. Strong English/Spanish communication is required and adherence to Bermuda KYC, AML, and ATF regulations is essential.

The role includes liaising with agents and policy owners on policy changes, loan requests, and fund transfers, with emphasis on accuracy and high-volume performance in a fast-paced environment.