Bilingual Customer Service Specialist - Asset Protection Division - Remote

Overview

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

In Short

• Assist customers through various communication channels, including phone and email ensuring a consistent and positive experience.
• Efficiently handle customer inquiries and resolve issues in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Requirements

• Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Empathetic listening skills, good judgment, and critical thinking to determine when issues should be escalated.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.
• Fluency (verbal and written) in English and Spanish is required.
• 1 year of customer-facing experience required.
• 1 year in an inbound call center or similar environment is strongly preferred.
• Experience using various modern computer systems, software applications, and communication tools.
• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
• High school diploma or equivalent; some college education preferred.

Benefits

• The targeted start dates for this role are September 29th, 2025 and October 13th, 2025.
• Candidates must be available to be scheduled for eight-hour shifts between 7a-7p CT Monday-Friday and two Saturdays per quarter (8a-4:30pm CT).