• The primary responsibility of the Customer Service Agent is to answer phone calls and provide efficient, high-quality customer support.
• The role involves handling various communications, maintaining accurate records, and promoting customer satisfaction through effective service recovery and problem resolution.

Key Responsibilities:

• Answer phone calls and handle customer inquiries promptly and professionally.
• Provide clerical assistance and process various requests via telephone, letter, fax, and e-mail.
• Promote customer retention through service recovery strategies by explaining policy benefits, provisions, and settlement options.
• Maintain accurate records of customer interactions and transactions in the Tele Memo application, including inquiries, complaints, comments, and actions taken.
• Verify customer identities and adhere to SOX Controls.
• Perform other related duties as required and assigned.

Qualifications:

• Bilingual (English/Spanish) with at least 90% English proficiency required.
• High school diploma or GED.
• At least 1 year of experience in a call center or customer service role preferred.
• Computer literacy with proficiency in Microsoft Word, Excel, and Outlook, along with data entry experience.
• General math skills.
• Excellent written and verbal communication skills.
• Ability to effectively present information and respond to questions through all communication channels (phone, email, mail, fax).
• Strong prioritization and multitasking abilities.
• Quick learner with attention to detail and problem-solving skills.
• Ability to interact effectively with a wide variety of people on various issues.