Bilingual Spanish Service Center Representative (Insurance)

TL;DR

Bilingual Spanish Service Center Representative (Insurance): Managing complex customer inquiries and back-office insurance processes with an accent on customer retention and technical support. Focus on resolving intricate policy disputes, educating users on self-service tools, and maintaining high service quality for a diverse clientele.

Location: Remote (Must be based in Canada)

Salary: $42,000 - $57,000

Company

hirify.global provides financial and insurance products with a focus on innovation and customer experience excellence.

What you will do

• Manage complex customer inquiries via phone, email, and chat, aiming for first-contact resolution.
• Provide detailed explanations of insurance products, policies, and intricate terms to a diverse customer base.
• Execute back-office tasks including policy updates, data entry, and accurate payment processing.
• Troubleshoot technical issues for the online portal and app while promoting self-service tools.
• Implement customer retention strategies to reduce churn and enhance the overall customer relationship.
• Collaborate with internal departments to resolve systemic issues and improve service processes.

Requirements

• Must be based in Canada.
• 3-5 years of customer service experience, preferably in a contact center or financial services.
• Proficiency in both English and Spanish (verbal and written).
• Experience with CRM systems and navigating multiple software platforms.
• Proven ability to handle complex issues with empathy and professionalism.
• Availability to work rotating shifts (9:00 am – 5:30 pm EST) and some Canadian statutory holidays.

Culture & Benefits

• Full-time remote work opportunities.
• Comprehensive benefits package and company-matched pension.
• Vacation time and a performance-based bonus structure.
• All necessary hardware and equipment provided by the company.
• Inclusive working environment with opportunities for career advancement.