Customer Service Complex Bilingual Representative

About the role

Provides complex policy maintenance, customer phone and email responses, and policy conservation to internal and external customers, including policy owners and agents. Handles the most complex customer inquiries and service processes independently with a focus on detail, accuracy, and timely compliance with Bermuda KYC, AML, and ATF regulations. Consults with Compliance on suspected AML/ATF issues and with SIU regarding suspected fraud.

Liaises with agents and policy owners to create complex reprojections based on policy coverage changes, loan requests, or partial surrenders. Processes intricate policy transactions such as conversions from Term to UL/IUL products, premium allocation, fund transfers on IUL products, and ownership changes. Conducts payment due diligence in accordance with PCI and AML/ATF procedures, including credit cards, checks, and wires. Partners with Underwriting to review payors and resolves escalated customer situations to meet or exceed expectations.

Exhibits expertise in work processes and procedures developed through training and on-the-job experience. Anticipates patterns in customer service and colleague processes.

Responsibilities

• Resolve complex customer inquiries and complete advanced service processes independently.
• Consult with Compliance and SIU on AML/ATF and fraud-related issues.
• Liaise with agents and policy owners for complex reprojections, loans, or partial surrenders.
• Process conversions, premium allocations, fund transfers, and ownership changes.
• Handle payment due diligence (credit cards, checks, wires) per PCI and AML/ATF procedures.
• Partner with Underwriting to review payors and address escalated customer situations.
• Demonstrate expertise in policy-related procedures and anticipate service patterns.

Requirements

• Excellent customer service, math, analytical, and communication skills.
• Advanced writing, interpersonal, coordination, and collaboration skills.
• Exceptional professional demeanor and adherence to attire standards.
• Strong knowledge of Universal Life products.
• Ability to work in a high-volume, fast-paced production environment.
• Proven accuracy, punctuality, and adaptability to change.
• Strong leadership and multitasking skills with a focus on goal achievement.
• Bilingual proficiency in Spanish and English (verbal and/or written).

Qualifications

• High School Diploma or GED.
• 3–5 years of relevant experience (Associate Degree acceptable in lieu of experience).
• 3 years of customer service experience required.