Job Title: Bilingual Spanish/English-Loyalty Services Representative
Location: Chicago, IL
Duration: 6 Months (Contract to Hire-CTH)
No. of Positions: 1
Bilingual English/ Spanish candidates only
Interview Process: WEBEX
Job Hours: 7:30am-6:00pm CST- timeframe. Monday-Friday
Job Schedule:5 days in office
TEMP TO PERM: Yes
JOB SUMMARY
Often the first point of contact for customers, the Loyalty Services Representative is responsible for addressing customer service concerns, inquiries and activities. The Loyalty Services Specialist is responsible for retention and selling the value of Combined products and services. As a Loyalty Services Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.
RESPONSIBILITIES
• Provides routine information and support to Designated Customers such as Worksite, Client Workplace, Individual Policyholders and other lines of business administered by Client.
• Ability to sell the value and retain policyholders
• Services customers via inbound and outbound calls to assist those that wish to cancel their existing insurance coverage by reviewing products, benefits and/or solving service and claims issues.
• Assists in the collection of current and past due premiums and may support additional call domains such as Claim Intake, Policyholder/Policy administration, billing/payments, or Agent servicing on a as needed basis.
• Ability to service 90% of calls independently, using the tools and resources acquired in training and continued experience.
• Collects, documents and enters data from and into multiple applications.
• Provides instructions and set expectations for policyholders
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, close rate and other KPI’s.
• Exhibits and practices the Organization’s Common Purposes and Shared Traits.
• Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Willingness to perform other duties as assigned.
• Expected to be able work various shifts within 7:30 a.m. – 6:00 p.m. CDT timeframe.
SKILLS
•Provide a needs analysis assessment for what a policyholder may need
• Strong verbal and written skills
• Ability to partner with others to resolve issues resulting in service or claim related issues
• Ability to utilize critical thinking skills
EDUCATION AND EXPERIENCE
• High School Required; bachelor’s degree preferred
• Minimum 1 year previous contact center experience
• Previous Retention skills within a contact center environment preferred
• Previous sales experience a plus
• Licensed to sell health/life Insurance a plus
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