Bilingual Customer Care Associate (Spanish)
About the role
Customer Care Associates are responsible for servicing the basic needs of policy holders, agents, and individuals, navigating calls through next steps to ensure resolutions are satisfied for call inquiries. Contact with customers is primarily made through phone calls but may also include email and web chat. The role reports to the Customer Care Supervisor. Candidates must speak fluent Spanish.
Responsibilities
- Answer calls daily with professionalism and return calls for individuals who left voicemails.
- Attend to incoming emails sent to the customercare@uticafirst.com general mailbox.
- Maintain thorough ticketing documentation for all contact with customers (insureds, agents, and other parties involved with a policy).
- Exercise discretion in handling personal financial information.
Skills
- Excellent verbal and written communication skills.
- Ability to assess a situation and provide appropriate solutions.
- Conflict resolution and de‑escalation techniques.
- Ability to learn and navigate multiple computer applications.
Qualifications
- High School Diploma or equivalent.
- Previous experience in customer‑centric positions.
- Previous experience in financial or insurance services (preferred).
- Familiarity with email and phone systems.
Physical Requirements
This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment.
Schedule
Monday‑Friday, 9:00 am to 5:00 pm (overtime as needed).
Pay
$19.50–$21.00 hourly wage.