Customer Service Representative Moderate

American Fidelity; Virginia (MN); On-site; USD 35,000 - 50,000; Full time

Job summary

American Fidelity is seeking a customer service representative based in Virginia, Minnesota. The role involves providing moderate to complex service to both internal and external customers, effectively resolving inquiries, and documenting interactions. Candidates must possess superb communication skills and be able to manage tasks with minimal guidance. Leadership and mentoring of colleagues are also a part of this position. Bilingual capabilities are a significant asset as they will be used frequently in customer interactions.

Qualifications

• Experience in customer service with a focus on resolving inquiries and service requests.
• Ability to work independently and handle moderate to complex assignments.
• Experience in accurately documenting customer interactions and guiding colleagues.

Responsibilities

• Provide moderate to complex service to internal and external customers.
• Handle inquiries and complete service requests accurately and in a timely manner.
• Document customer interactions and mentor less experienced colleagues.

Skills

Superb verbal and written communication skills

Bilingual skills

Attention to detail

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.