Bilingual Customer Service Representative - Moderate

American Fidelity Assurance Company; Miami (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

American Fidelity Assurance Company in Miami, FL seeks a customer service professional to handle complex inquiries from employer groups, brokers, and customers. The role emphasizes accurate documentation, timely responses, and collaboration with Account Managers and team members.

The candidate should demonstrate strong writing and communication skills, bilingual Spanish/English abilities, and experience in high-volume production environments.

Qualifications

• Proven ability to provide accurate, timely service to a broad client base.
• Independent worker capable of handling complex tasks with minimal guidance.
• Bilingual Spanish/English required.

Responsibilities

• Provide moderate to complex service to internal and external customers, ensuring accuracy and compliance with policies.
• Document inquiries and actions clearly in the system, escalate when needed, and support team members.
• Collaborate with colleagues, Account Managers, and Brokers, contributing to LEAN and special project teams when requested.

Skills

Excellent Customer Service Skills

Advanced keyboard skills

Strong math skills

Strong analytical skills

Advanced communication skills

Business writing skills

Interpersonal skills

Coordination and collaboration

Professional attire and demeanor

IRS Code S125 rules knowledge

Retirement account knowledge

Windows software knowledge

High-volume production adaptability

Adaptability to change

Leadership and multi-tasking

Bilingual Spanish/English

Job description

Job Description:

• Provides moderate to complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholders, utilizing superb verbal and written communication skills; resolves moderate to complex Customer inquiries and completes moderate to complex Customer service requests with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices, administrative procedures, and applicable regulatory and insurance laws.
• Handles moderate to complex work assignments, working independently with minimal guidance, and determines accurate application of existing processes and procedures. Utilizes experience and expertise in specific processing areas in order to handle assigned work tasks within established turnaround times, ensures Customer data is handled securely while meeting or exceeding the Customers needs in a timely and effective manner. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time.
• Accurately & concisely documents Customer inquiries, including escalated Customer inquiries, and actions taken within the appropriate system. Acts as a resource for less experienced Colleagues by providing guidance to team members, fellow company Colleagues, which may include Account Managers, consultants and Brokers, in specific areas of expertise; willingly steps in to provide leadership and accurate information while exhibiting a positive attitude centered around mutual Colleague and Customer respect. Attends training and serves a team member on LEAN teams and special project teams when requested.

Technical Skills and Requirements

• Excellent Customer Service Skills
• Advanced keyboard skills
• Strong math skills
• Strong analytical skills
• Advanced communication skills
• Strong business writing skills
• Advanced interpersonal skills
• Advanced coordination and collaboration skills
• Exceptional professional attire and demeanor
• Strong knowledge of IRS Code S125 rules and regulations
• Qualified retirement account knowledge
• Strong Windows-based softward knowledge
• Advanced ability to work in a high volume, quick paced production environment
• Known and demonstrated ability to be prompt and accurate with work productStrong ability to change and demonstrated openness to change
• Leadership ability to include demonstrated ability to multi-task and achieve stated goals
• Bilingual skills (Spanish/English) required

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