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 the most complex customer 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 with Compliance about suspected AML/ATF issues and with SIU regarding suspected fraud. Works with agents and policy owners to create complex reprojections based on specific policy coverage changes, loan requests, or partial surrender requests. Processes complex policy transactions, including Term-to-UL/IUL conversions, premium allocations and fund transfers on IUL products, and ownership changes according to established procedures. Handles payment due diligence under PCI and AML/ATF procedures for credit cards, checks, and wires, and partners with Underwriting to review payors. Takes appropriate action on escalated customer situations to ensure customers and/or agents are served in a manner that meets or exceeds expectations. Demonstrates expertise in work processes and procedures gained through job-related training and considerable on-the-job experience, and anticipates patterns in customer service and colleague processes.

Requirements

Bilingual Spanish/English skills are required.
High school degree or GED required; an associate degree is acceptable in lieu of the experience requirement.
Three years of customer service experience required, unless an associate degree is used in lieu of experience.
Excellent customer service skills.
Excellent math and analytical skills.
Advanced communication skills and excellent writing skills.
Advanced interpersonal, coordination, and collaboration skills.
Exceptional professional attire and demeanor.
Strong knowledge of Universal Life products.
Ability to work in a high-volume, fast-paced production environment.
Demonstrated promptness and accuracy in work product.
Ability and openness to change.
Strong leadership skills.
Ability to multitask and achieve stated goals.

Responsibilities

Provide complex policy maintenance and customer phone and email support to internal and external customers, including policy owners and agents.
Conserve policies and independently resolve complex customer inquiries and service requests accurately and promptly.
Follow established Bermuda KYC, AML, and ATF regulations and procedures.
Consult with Compliance about suspected AML/ATF issues and with SIU regarding suspected fraud.
Work with agents and policy owners to create complex reprojections for policy coverage changes, loans, and partial surrenders.
Process Term-to-UL/IUL conversions, IUL premium allocations and fund transfers, and ownership changes according to established procedures.
Perform payment due diligence for credit card, check, and wire payments in accordance with PCI and AML/ATF procedures.
Partner with Underwriting to review payors.
Address escalated customer situations to meet or exceed customer and agent expectations.
Anticipate patterns in customer service and colleague processes.