Contact Center Representative

CopperPoint Insurance Companies•Phoenix, AZ

13d•Remote

About The Position

CopperPoint has an exciting opportunity for a bilingual Spanish-speaking Contact Center Representative. In this role, you will provide exceptional customer service by responding to calls, emails, and portal inquiries from policyholders, agents, brokers, injured workers, attorneys, and medical providers. You’ll provide accurate information, resolve requests promptly, and support new business onboarding through welcome calls and emails. This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office.

Requirements

The knowledge and skill levels acquired through undergraduate level studies in such area as Business Administration, or related field, and one to two years of experience in Workers’ Compensation Insurance Industry.
Demonstrates strong verbal and written communication skills.
Prior successful customer service skills to meet established customer service expectations/levels.
Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.
Ability to analyze, interpret and apply laws, rules, regulations, policy and procedures
Ability to communicate clearly, effectively and professionally by phone, in writing, and in person.
Passing the bilingual Spanish Certification may be required.

Nice To Haves

BS/BA college degree preferred.
Work experience in Workers' Compensation Insurance or other Property and Casualty lines is preferred.

Responsibilities

Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers.
Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.
Utilize technical skills and industry knowledge to investigate and respond to incoming telephone calls, emails, and portal inquiries from customers and stakeholders about their new/existing policy, existing claim, and to report a new claim.
Complete new business onboarding/welcome activities, including sending emails and contacting customers by phone.
Effectively utilize knowledge of Workers' Compensation and P&C laws and regulations and company policy and procedures to build stellar customer relationships.
Cross-team collaboration with Claims, Premium Audit, Underwriting, Accounting, Loss Control, Finance, to ensure a stellar customer experience.
Additional projects and duties, as assigned.
Provide Spanish bi-lingual translation/interpretation assistance (insureds, claimants, internal customers).