Customer Service Complex Bilingual Representative

American Public Life Insurance Company; Oklahoma City (OK); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical clinic onsite

Free parking

Walking trails

Fitness center

Basketball courts

Put pickleball courts

Job summary

American Fidelity in Oklahoma City is seeking a Customer Service Complex Bilingual Representative to handle complex policy maintenance and respond to customer inquiries by phone and email, including policy owners and agents.

The role requires excellent verbal and written communication in English and Spanish, attention to detail, and the ability to manage high-volume, fast-paced processes in regulatory compliance with AML/KYC standards.

Qualifications

• Excellent customer service and communication skills.
• Strong math and analytical abilities.
• Bilingual in English and Spanish preferred.
• Able to handle high-volume, fast-paced work.
• Attention to detail and accuracy in policy maintenance.

Responsibilities

• Provide complex policy maintenance and responsive service to customers, including policy owners and agents.
• Handle complex inquiries via phone and email with professional demeanor.
• Coordinate with compliance, AML/ATF procedures, and internal teams as needed.
• Assist with policy changes such as conversions and ownership updates according to procedures.
• Maintain accuracy and timely processing of transactions and payments.

Skills

Customer service

Math skills

Analytical skills

Communication

Writing skills

Interpersonal skills

Coordination

Professional demeanor

UL products knowledge

Fast-paced environment

Bilingual Spanish/English

Leadership

Change agility

Education

High School Diploma or GED

Associate degree acceptable in lieu of experience

Job description

## Customer Service Complex Bilingual RepresentativeApplylocations: Oklahoma City, Oklahomatime type: Full timeposted on: Posted Todayjob requisition id: JR929* 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**#AFC### Our Amenities**Our Home Office in Oklahoma City features numerous onsite amenities and our open work environment helps foster teamwork. The majority of our Colleagues split their time between working from home and coming to the office, depending on their role and business needs.**Onsite Amenities include:• Medical Clinic available onsite and virtually• Waterfront Grill• Free Parking Garages• Walking Trails• Basketball and Pickleball Courts• Fitness Center with state of the art equipment and personal training### Our CultureWe strive to be a collaborative and open workplace where Colleagues enjoy coming to work because they know they are a valued and essential part of providing a different opinion! Whether you’re in the office or working from home, we take every effort to make sure everyone feels included. Technology brings everyone together, with video calls, chat and our social intranet. Our events include virtual options so everyone can get in on the fun. We want every Colleague to feel like part of the team, no matter where they are located! Our Colleagues are what makes us a Great Place to Work for All!### Day in the LifeAt American Fidelity, we’re all about making a difference. Our Colleagues work hard to provide a different opinion to our Customers each day. Whether that’s through streamlined technology, personalized customer service, serving the community or enrolling our policy holders, everything you will do during your career at AF helps us provide a different opinion.