Customer Service Associate, Bilingual

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Pay

The annual base salary range for this position is $39,200.00 - $64,700.00. The actual salary will be determined by factors such as scope, complexity, location, skills, education, training, credentials, and experience. Employees are also eligible for performance-based cash incentive awards as part of our comprehensive compensation and benefits program.

About the Role

As the first contact for customers, agents, brokers, and/or internal business partners, the Operations Customer Service team at Travelers plays a key role in providing a positive experience. In this role, you will handle a high volume of customer inquiries, primarily via inbound calls, in an accurate and efficient manner while demonstrating empathy and resolving their needs. As you expand your communication, technical, and business knowledge, you will have the opportunity to grow your career at Travelers.

Responsibilities

• Successfully complete applicable new hire training.
• Handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats, and/or other methods, taking the appropriate action as needed.
• Increase the variety of interactions you assist with over time, including questions regarding quotes, policies, coverages, billing, audits, or application access/support.
• Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge.
• Navigate multiple systems and platforms simultaneously while interacting with the customer.
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
• Ensure accurate and comprehensive documentation of information, following defined guidelines and procedures.
• Support departmental projects and initiatives and take on other developmental opportunities.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• Fluent in English and Spanish language.

Qualifications

• Prior customer service experience.
• Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy and understanding.
• Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously.
• Ability to analyze information and think critically to make informed decisions.
• Organizational and time management skills with the ability to handle shifting priorities in a high-volume, fast-paced environment.
• Flexibility and resiliency to navigate change.
• Desire to continuously acquire new skills and knowledge.

Benefits

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program includes tools, discounts, and resources to support your wellness goals and caregiving needs. The mental health program provides access to free professional counseling services, health coaching, and other resources.
• Volunteer Encouragement: Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.