Customer Service Complex Bilingual Representative

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

• 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 ocmplex 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.

• 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 ocmplex 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

• 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
• Require proven bilingual skills; Spanish & English (verbal and/or written communications)

Education & Certifications

• High School Degree or General Education Degree (GED)
• 3 years up to 5 years
• 3 years customer service experience required. Associate Degree acceptable in lieu of experience

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