Answer complex customer inquiries and issues via phone, email, and chat
Prioritize the customer relationship by listening and responding with empathy
Demonstrate patience and clear communication when assisting customers
Provide detailed information about insurance products, policies, and processes
Explain complex insurance terms and concepts to customers in an understandable manner
Analyze and resolve customer inquiries and complaints
Collaborate with other departments to resolve complex issues
Handle back-office processing tasks including policy updates and data entry
Process customer payments accurately and efficiently
Maintain up-to-date knowledge of company policies, products, and services
Document all customer interactions and maintain accurate records in the CRM system
Troubleshoot and resolve technical issues related to online portal and app use
Promote the use of self-service and online tools to customers
Support operational strategies to improve customer retention

3-5 years of customer service experience with a passion for service excellence
Previous inbound contact center and financial service experience is an asset
Knowledge of insurance products and regulatory requirements is an asset
Proficient in English and Spanish (verbal and written)
Proven ability to handle complex customer issues with empathy and professionalism
Excellent communication skills, both verbal and written
Demonstrated patience and effective communication skills to explain complex insurance terms
Experience in back-office and payment processing
Strong technical skills with aptitude to troubleshoot technical issues
Resourceful, with strong problem-solving skills
Ability to work independently and as part of a team
Effective multi-tasking and time management skills
Strong understanding of Contact Center Key Performance Indicators
College Diploma or University Degree an asset

Bilingual Spanish Service Center Representative

Key skills