Customer Service Representative (Bilingual Arabic or Urdu)

FOCUS is a company that provides exceptional customer service in a fast-paced call center environment. They are seeking a Bilingual Customer Service Representative to handle inbound calls, chats, and task processing related to personal lines insurance policies.

Responsibilities:

• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience
• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions
• Prioritize workload to meet service level agreements and departmental standards
• Ensure compliance with company policies, procedures, and regulatory requirements
• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures

Requirements:

• Deliver exceptional customer service in a fast-paced call center environment by handling inbound calls, chats, and task processing from clients and agents regarding all personal lines insurance policies
• Responsibilities include, but are not limited to, answering policy questions, processing endorsement changes, handling cancellation requests, assisting with policy payments and billing inquiries, and providing requested documentation
• The role requires the ability to multitask efficiently, maintain accuracy under pressure, and provide a positive client experience while meeting service standards and performance metrics
• Respond to inbound phone calls and chats from clients and/or agents in a professional and timely manner
• Provide accurate information regarding policies, coverage, billing, payments, and endorsements
• Resolve client inquiries, complaints, and requests efficiently while maintaining a positive customer experience
• Process assigned tasks accurately and efficiently, including policy updates, endorsements, cancellations, and other related transactions
• Prioritize workload to meet service level agreements and departmental standards
• Ensure compliance with company policies, procedures, and regulatory requirements
• Collaborate with team members and leadership to share knowledge, improve workflows, and enhance the overall client experience
• Participate in training, coaching, and team meetings to maintain skill proficiency and stay current with policies and procedures
• Two (2) years Agency experience in Personal Lines including homeowners and other lines; or equivalent combination of education and experience
• Bilingual Arabic or Urdu
• Strong verbal and written communication skills
• Ability to manage multiple tasks efficiently and maintain high accuracy
• Proficiency with insurance systems and standard office software
• Ability to handle difficult or upset clients professionally, using effective de-escalation techniques to resolve issues and maintain positive customer relationships
• Strong problem-solving and conflict-resolution skills
• Participation in virtual team meetings, training sessions, and performance reviews
• Self-motivated, disciplined, and able to maintain productivity without direct supervision
• Position is fully remote; employee is expected to maintain a dedicated, distraction-free workspace
• Employee is responsible for providing a reliable internet connection that meets minimum speed requirements
• Use of a company-provided computer, headset, and other necessary equipment is required
• Work schedule may include standard business hours; flexibility may be required to meet peak call/chat volumes
• Ability to manage multiple communication channels (calls, chats, task systems) efficiently from home
• Must adhere to data security and confidentiality standards while handling sensitive client and policy information
• Must be self-motivated, organized, and able to maintain productivity without direct supervision
• Ability to troubleshoot workflow or system issues and provide guidance to team members on technology use
• Knowledge of Property/Casualty Insurance operations and policy elements preferred
• An active 2-20 or 4-40 license, or industry designation such as CPCU or CIC, is preferred