Citizens Bilingual FNOL Customer Service Agent

Direct Interactions is headquartered in Seattle and runs contact centers across the country with a commitment to social responsibility. They are seeking a Citizens Bilingual FNOL Customer Service Agent to assist policyholders in both English and Spanish, handling inquiries and filing First Notice of Loss reports.

Responsibilities:

• Answers incoming calls from customers reporting a loss
• Guide the caller through the start of the claims process
• Collect and document detailed information about the incident
• Input data into insurance systems and create the claim file
• Provide support and reassurance during stressful situations
• Make occasional outbound calls

Requirements:

• Must be bilingual - Fluent in Spanish and English (must pass a fluency test)
• Legally authorized to work in the United States
• High school diploma or equivalent required
• Must pass a background check
• Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism
• Strong listening skills with the ability to make participants feel heard, respected, and supported
• Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy
• Strong attention to detail with the ability to accurately document, organize, and process information efficiently
• Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously
• Demonstrated problem-solving skills and ability to think critically in a fast-paced environment
• Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues
• Two or more years of customer service experience
• Call center experience
• Knowledge of Property/ Casualty Insurance operations and common policy elements