AFIBL Bilingual Customer Service Representative - Complex

American Fidelity•Oklahoma City, OK

About The Position

Provides complex policy maintenance, customer phone and email responses, and policy conservation to internal and external customers, including policy owners and agents. Uses excellent verbal and written communication skills in English and/or Spanish at least 50 percent of the time. Independently resolves the most complex customer inquiries and completes complex service processes and requests with attention to detail, accuracy, and timely handling in accordance with established Bermuda KYC, AML, and ATF regulations and procedures. Consults Compliance about suspected AML/ATF issues and the Special Investigations Unit (SIU) regarding suspected fraud. Liaises with agents and policy owners to create complex reprojections based on policy coverage changes, loan requests, or partial surrender requests. Processes complex policy transactions, including 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 for credit cards, checks, and wires, and partners with Underwriting to review payors. Handles escalated customer situations appropriately to ensure customers and agents are served in a way that meets or exceeds expectations. Demonstrates expertise in work processes and procedures developed through job-related training and considerable on-the-job experience, and anticipates patterns in customer service and colleague processes.

Requirements

Bilingual Spanish/English skills.
Excellent customer service skills.
Excellent math and analytical skills.
Advanced communication skills and excellent writing skills.
Advanced interpersonal, coordination, and collaboration skills.
Professional attire and demeanor.
Strong knowledge of Universal Life products.
Ability to work in a high-volume, fast-paced production environment.
Ability to deliver prompt and accurate work.
Openness and adaptability to change.
Strong leadership skills.
Ability to multitask and achieve stated goals.
High school diploma or GED.
Three years of customer service experience, or an associate degree in lieu of experience.

Responsibilities

Maintain policies and respond to customer inquiries by phone and email, including policy conservation.
Independently resolve complex customer inquiries and complete complex service processes accurately and promptly in accordance with Bermuda KYC, AML, and ATF requirements and procedures.
Consult Compliance about suspected AML/ATF issues and SIU regarding suspected fraud.
Liaise with agents and policy owners to create complex reprojections related to coverage changes, loans, and partial surrenders.
Process complex policy transactions, including Term-to-UL/IUL conversions, IUL premium allocations and fund transfers, and ownership changes.
Conduct payment due diligence for credit cards, checks, and wires in accordance with PCI and AML/ATF procedures.
Partner with Underwriting to review payors.
Handle escalated customer situations to meet or exceed customer and agent expectations.
Use English and/or Spanish verbal and written communication skills at least 50 percent of the time.
Anticipate patterns in customer service and colleague processes.