Bilingual/Non-Bilingual Customer Service Representative - PDCC
About The Position
Experienced level role that serves as the first point of contact for customers (advisors, clients, and relationship partners) for service issues, requests, policies, procedures, and account information. Communicates directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone. This role requires onsite attendance for the first 3-4 weeks of training, followed by a transition to remote for the remainder of the training period. To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
Requirements
- Demonstrate experience providing customer-driven solutions, support or service.
- Demonstrated written and spoken communication skills.
- Demonstrated ability managing multiple priorities in a fast-paced environment.
- Demonstrated ability to troubleshoot and identify and resolve root cause issues.
- Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
- Open to bilingual and non-bilingual candidates.
Nice To Haves
- P&C Producer license strongly preferred but not required. Employees are expected to pass their state's P&C license exam within 12 months.
Responsibilities
- Serves as a first customer point- of- contact regarding routine service issues, assist in troubleshooting issues, and enter service requests into appropriate systems for resolution by appropriate service partners.
- Ensures that all pertinent information is gathered and accurately entered to ensure prompt resolution.
- Develops an understanding of systems and procedures to educate clients and advisors on newly-enacted services, as they arise, to facilitate efficient self-service.
- Serves as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
- Refers more complex issues to appropriate service partners.
Benefits
- Comprehensive medical, dental, vision and wellbeing benefits
- Competitive 401(k) contribution
- Pension plan
- Annual incentive
- 9 paid holidays
- Paid time off program (23 days accrued annually for full-time employees)
- Student loan repayment program
- Paid-family leave
- Relocation support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
