Foresters Financial

Bilingual

• Answer complex customer inquiries and issues via phone, email, and chat with a focus on first-contact resolution
• Prioritize the customer relationship by listening and responding with empathy
• Demonstrate patience and clear communication when assisting customers from diverse cultural backgrounds
• Provide detailed information about insurance products, policies, and processes
• Explain complex insurance terms and concepts to customers in an understandable manner
• Analyze and resolve customer inquiries and complaints, ensuring a high level of customer satisfaction
• Collaborate with other departments to resolve complex issues and improve processes
• Handle back-office processing tasks including policy updates, documentation, and data entry
• Process customer payments accurately and efficiently, including handling billing inquiries and resolving payment issues
• Maintain up-to-date knowledge of company policies, products, and services
• Document all customer interactions and maintain accurate records in the CRM system
• Troubleshoot and resolve technical issues related to the online portal and app usage, including login issues, navigation, and other technical support
• Promote the use of self-service and online tools to customers, educating them on the benefits and functionalities
• Support operational strategies to improve customer retention and reduce churn
• Conduct follow-up calls and communications, when necessary, to ensure customer satisfaction and address any ongoing concerns
• Identify trends in customer feedback and provide insights to improve the overall customer experience
• Understand the impact of individual Key Performance Indicators (KPIs) and set challenging development goals to support individual and team success
• Meet or exceed established KPIs, such as customer satisfaction, productivity metrics and service quality
• Assist in training and mentoring new team members, where necessary
• Participate in regular team meetings and contribute to continuous improvement initiatives
• Cultivate self-awareness by proactively seeking feedback and acting upon it

Bilingual Spanish Service Center Representative