Bilingual Customer Service Representative (French)

Overview

The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through various insurance and investment products. The organization supports charitable causes and promotes the Catholic faith.

Core Responsibilities

• Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern.
• Uses KofC online systems to search for and secure the information needed to answer the callers inquiry and provide the appropriate response.
• Responds to general and detailed questions from policyholders and field force on life insurance (old and new), ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines.
• Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
• Reviews and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department. Serves as liaison between KofCs website and its departments.
• Routinely reads departmental communications, product updates and other tools to stay current with organizational developments.
• Performs other customer service related duties, e.g., if Bilingual in French/English, translates for other business areas.

Skills Qualifications

• Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction.
• An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner.
• Solid written communication skills.
• Ability to work and grow in a fast-paced, high-volume call center environment.
• Willingness to learn new skills and ability to adjust to changes quickly.
• Open to feedback to support your performance and development.
• Solid computer and multi-tasking skills.
• Ability to speak French Canadian or Spanish.

Education

• A high school diploma or equivalent required; a college degree or currently pursuing is preferred.

Physical Demands

Compensation

• The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs.
• A reasonable estimate of the current range is $39,500-$67,000.

KofC Cares

• Our mission is focused on family and faith, and we support our employees in seeking a balanced life.
• Employee benefits include:
• Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.
• Professional Development: Certifications, designation, and tuition reimbursement.
• Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.
• Health and Wellness:
• - Short-term disability and term life insurance fully paid for by the company;
• - Up to 12 weeks of childbirth leave under STD policy.
• - One week of fully paid parental leave for all new parents, including adoptive and foster parents.
• - A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions. The Order's health plans do not cover abortion, sterilization, or contraception, and the Order has helped advocate for other employers who do not want to provide coverage.
• - Long-term disability insurance;
• - Dental insurance;
• - Vision insurance;
• - Health club membership reimbursement;
• - Employee Assistance Program.