Bilingual Spanish/English-Loyalty Services Representative

TEKsystems•Berwyn, IL

6d•$20 - $21•Hybrid

About The Position

Are you passionate about delivering exceptional customer experiences and helping people understand the value of their coverage? As a Loyalty Services Representative, you’ll be the first point of contact for policyholders, guiding them through questions, resolving concerns, and ensuring they feel confident in their insurance choices. This role combines customer service, retention, and problem-solving in a fast-paced, supportive environment.

Requirements

Strong communication skills—both verbal and written.
Ability to think critically, solve problems, and partner with others to resolve issues.
Comfortable working in a contact center environment and handling retention conversations.
High School Diploma required; Bachelor’s degree preferred.
Minimum 1 year of contact center experience.
Proficiency with computer systems and ability to learn new tools quickly.

Nice To Haves

Previous experience in sales or upselling is a plus.
Licensed to sell health/life insurance is a bonus (not required).
Previous retention or sales experience preferred.

Responsibilities

Engage with policyholders via inbound and outbound calls to retain coverage, explain benefits, and resolve service or claims issues.
Perform needs analysis to identify solutions that meet customer requirements.
Assist with premium collections and support additional areas such as claims intake, billing, and policy administration when needed.
Provide clear instructions and set expectations for policyholders to ensure a smooth experience.
Accurately collect documents and enter data into multiple systems.
Consistently meet or exceed performance metrics, including quality, handle time, and customer satisfaction.
Collaborate with team members and leadership to improve processes and share feedback.
Adapt to various shifts within the designated schedule.