Customer Service Complex Bilingual Representative

AFA American Fidelity Assurance Company; United States; On-site; USD 50,000 - 75,000; Full time

Job summary

AFA American Fidelity Assurance Company is seeking a skilled Customer Service Specialist to manage complex policy maintenance, respond to inquiries, and conserve policies for owners and agents. The role requires bilingual Spanish/English communications and the ability to resolve intricate issues with accuracy in a high-volume environment.

You will collaborate with Compliance on AML/ATF matters and coordinate with SIU on suspected fraud while delivering professional, compliant service.

Qualifications

• 3–5 years of customer service experience.
• Bilingual in Spanish and English (written and spoken).
• Experience in policy-related or financial services is a plus.
• Strong math, analytical, and communication skills.

Responsibilities

• Provide complex policy maintenance and respond to customer inquiries via phone and email.
• Conserve policies for internal and external customers including policy owners and agents.
• Coordinate with Compliance on AML/ATF issues and with SIU on suspected fraud.
• Collaborate with agents and policy owners to reproject coverage changes and requests.
• Process complex policy actions such as conversions and ownership changes.
• Handle payment due diligence following PCI and AML/ATF procedures.

Skills

Customer service excellence

Bilingual: Spanish & English

Policy product knowledge

Analytical skills

Communication skills

Leadership capabilities

Adaptability

Education

High School Diploma or GED

Associate Degree (in lieu of experience)

Job description

Responsibilities

• Provide complex policy maintenance, respond to customer phone and email inquiries, and perform policy conservation for internal and external customers including policy owners and agents.
• Use excellent verbal and written communication skills in English and/or Spanish at least 50% of the time.
• Resolve the most complex customer inquiries and complete detailed customer service processes independently, ensuring accuracy and timeliness.
• Consult with Compliance regarding suspected AML/ATF issues and with SIU on suspected fraud.
• Liaise with agents and policy owners to create complex reprojections based on coverage changes, loan or partial surrender requests.
• Process complex policy actions such as conversions from Term to UL/IUL products, premium allocation, fund transfers on IUL products, and ownership changes per established procedures.
• Handle payment due diligence in accordance with PCI and AML/ATF procedures, including credit cards, checks, and wires.
• Partner with Underwriting to review payors and take appropriate action on escalated customer situations to exceed expectations.

Technical Skills

• Excellent customer service, math, analytical, communication, writing, interpersonal, coordination, and collaboration skills.
• Advanced knowledge of Universal Life products and ability to work quickly in a high‑volume environment.
• Strong leadership, multitasking, and goal‑achievement capabilities.
• Open to change and ability to adapt to evolving processes.
• Proficiency in maintaining professional attire and demeanor.

Language Requirements

• Proven bilingual skills: Spanish & English (verbal and/or written communications).

Education & Certifications

• High School Diploma or GED required; Associate Degree acceptable in lieu of experience.
• 3–5 years of customer service experience required.
• Experience in policy-related or financial services environments is a plus.