Bilingual Customer Service Specialist

About the role

Ensures delivery of excellent customer service to English and Spanish callers while maintaining solid customer relationships by handling their questions and concerns with speed and professionalism without direct supervision. This position receives inbound calls (90%) and completes outbound calls or web inquiries to insurance companies to verify insurance, update database records, and resolve customer issues.

Responsibilities

• Handle incoming borrower, agent, and lender calls at a professional level.
• Accurately compose written information for loan histories.
• Verify, key, and memo insurance information for all Creditor Placed Insurance (CPI) product types and CPI cancellations.
• Follow up and resolve customer problems or issues.
• Mentor fellow co-workers as requested by supervisor.
• Report any system and related issues.
• Transition into the Spanish call queue as needed.
• Meet productivity goals and assigned workload expectations.
• Exceed quality audit and metric standards.
• Learn from previous errors and apply coaching to improve performance.
• Review monthly scorecard metrics with management.

Requirements

• High School Diploma or GED required.
• Strong attention to detail and organization skills.
• Strong problem-solving and analytical abilities.
• Dependable and reliable with the ability to maintain confidentiality.
• Excellent telephone, written, and verbal communication skills with a strong customer service focus.
• Professional interaction with employees, peers, and customers.
• Ability to answer questions, correct errors, and resolve discrepancies.
• Quick learner with the ability to adapt and improve.

Benefits

• Medical, dental, and vision insurance coverage.
• 100% company-paid life and disability coverage.
• 401k options with company match.
• Three weeks of PTO by the end of the first year.
• Career growth opportunities, including internal promotions and diverse career paths within the organization.