Bilingual Loyalty Services Representative
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
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 company products and services. As a Loyalty Services Representative he/she is responsible for creating a positive customer experience through professionalism amicability and knowledge of company products and systems.
RESPONSIBILITIES
Provides routine information and support to Designated Customers such as Worksite Company Workplace Individual Policyholders and other lines of business administered by the company.
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 KPIs.
Exhibits and practices the Organizations 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; bachelors 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
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 company products and services. As a Loyalty Services Representative he/she is responsible for creating a positive customer experience through professionalism amicability and knowledge of company products and systems.
RESPONSIBILITIES
Provides routine information and support to Designated Customers such as Worksite Company Workplace Individual Policyholders and other lines of business administered by the company.
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 KPIs.
Exhibits and practices the Organizations 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; bachelors 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
Key Skills
- Data Entry
- Deputy
- Drafting
- Hibernate
- Administration Support
- Activex
