Bilingual Rep Relations Specialist (Call Center: French or Spanish)

Aegon; United States; Remote; USD 30,000 - 32,000; Full time

Benefits offered by this job

Work From Home

Flexible schedule

Job summary

World Financial Group (WFG) seeks a dedicated contact center associate to be the primary liaison for field personnel on licensing, appointments, commissions, coding, and related operations. This work-from-home role supports WFG, WFGIA, and TFA teams and requires strong communication and customer service skills.

Responsibilities include handling inbound inquiries, monitoring SLAs, guiding users through WFG tools and portals, and building relationships to set expectations on processing times and

Qualifications

• Bachelor’s degree in business or equivalent education/experience.
• Two years of call center, customer service, or related work experience.
• Excellent written and oral communication skills.
• Strong customer service skills.
• Strong problem-solving and decision-making skills.
• Ability to prioritize multiple responsibilities, including high-volume calls and processing.
• Attention to detail.
• Technical aptitude to assist field force with system navigation.
• Proficiency using MS Office.

Responsibilities

• Answer inbound calls and emails from the field force regarding licensing and appointments, commissions, coding, points, marketing promotions, and other operational functions.
• Monitor process queues to ensure service level agreements are met.
• Assist field force with navigation of WFG tools, WFG mail, and CRM platforms.
• Develop and maintain relationships with the field force; help set expectations on processing times and peak times.
• Participate in conference calls to stay up-to-date on available marketing programs.

Skills

Communication

Customer service

Problem solving

Prioritization

Attention to detail

Technical aptitude

MS Office

Education

Bachelor’s degree in business

Tools

MS Office

Job description

Serve as a main point of contact for the field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related World Financial Group (WFG), World Financial Group Insurance Agency (WFGIA), and Transamerica Financial Advisors (TFA).

Responsibilities

• Answer inbound calls and emails from the field force regarding licensing and appointments, commissions, coding, points, marketing promotions, and other operational functions. Obtain information from a variety of sources/systems and analyze account activity, products, and programs as needed.
• Monitor process queues to ensure service level agreements are met.
• Assist field force with navigation of various tools offered on the WFG website, WFG mail, CRM platforms, etc.
• Develop and maintain relationships with the field force; help set expectations on processing times, peak times, etc.
• Participate in conference calls to stay up-to-date on available marketing programs.

Qualifications

• Bachelor’s degree in a business field or equivalent education/experience
• Two years of call center, customer service, or related work experience
• Excellent written and oral communication skills
• Strong customer service skills
• Strong problem-solving and decision-making skills
• Ability to prioritize multiple responsibilities, including high-volumes calls and processing
• Attention to detail
• Technical aptitude to assist field force with system navigation
• Proficiency using MS Office

Preferred Qualifications

• Bilingual in French/English or Spanish/English
• Experience in the financial services industry, including products, services, and general operational procedures
• Knowledge of WFG

Working Conditions

• Work From Home- Call Center
• Schedule 10:00AM-7:00PM EST

Compensation

The hourly rate for this position generally ranges between $22.00 - $23.00 an hour. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus of 6% based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.