Customer Service S1

Primary Duties & Responsibilities

• Answer and return calls from policyholders and agents effectively and professionally.
• Addresses customer complaints and determines appropriate solution.
• Processes daily requests from agents and policyholders with high accuracy.
• Ongoing training with products and processes within the customer service department.
• Aid in daily workflow and distribution of processing by scanning and indexing to Onbase in a timely manner.
• Accurately answer policy questions and solve problems by phone and email for both English and Spanish callers.
• Assist with the distribution and mailing of outgoing letters generated by the customer service team.
• Watch for trends, issues or potential fraud and assist with agent practice investigation.
• Assist with complaint research, follow-up and resolution.
• Complete assigned projects in the planned timeframe.

CORE KNOWLEDGE AND SKILLS

• Must be fluent in English and Spanish.
• A high level of integrity, confidentiality, flexibility, and support of management is always expected.
• Excellent analytical skills and attention to detail.
• Ability to handle and prioritize multiple tasks and meet deadlines.
• Ability to work well under pressure.
• Positive and helpful attitude.
• Individuals must be team players and be able to work independently.
• Proficient in Word and Excel is helpful.

Qualifications

• Education: High School Diploma or equivalent.
• Work Experience: 1-2 years' customer service experience required.

Benefits

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help our employees welcome their new additions.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.