Spanish Bilingual Customer Service Rep (Dakota Dunes, SD or Carmel, IN)
Allied Solutions
Job Category: Customer Service
Overview:
Ensures delivery of excellent customer service to English and Spanish callers while maintaining solid customer relationships by handling their questions and concerns with speed and professionalism without direct supervision. This position receives inbound calls and completes outbound calls or web inquiries to insurance companies to verify insurance, canceling Auto CPI per procedures and lender particulars, and working various accounts thoroughly per procedures to resolution.
Job Duties and Responsibilities:
Inbound Calls (75%):
- Handle incoming borrower, agent, and lender calls at a professional level
- Accurately compose written information for loan histories
- Accurately verify, key and/or memo insurance information in relation to all Creditor Placed Insurance (CPI) product types and CPI cancels
- Ability to follow up and resolve customer problems or issues
- Mentor fellow co-workers as requested by supervisor
- Report any system and related issues
- Correctly work Mortgage, Escrow, Commercial, Condo, and Flood accounts
- Keying escrow premium
- Resolving difficult accounts / problem solving
- All accounts need to be worked in accordance with all regulations
- Taking ownership of account to assure further escalation does not transpire
- Level 3 inbox emails from borrower to help rectify outstanding issues
Metrics (10%):
- Meet set goals and assigned workload expectations for productivity
- Meet and exceed Quality audits and metrics
- Ability to be coached and learn from previous errors and know what is needed to improve
- Meet monthly regarding scorecard metrics
CPI Cancel (15%):
- Review insurance policies for compliance and lender requirements as well as cancel vehicle CPI policies
- Assure CPI Cancel protocol/procedures are being followed
- Quality must be maintained to minimize premium loss
Qualifications (Education, Experience, Certifications & KSA):
- High school diploma required
- Ability to distribute and exchange information with others
- Strong attention to detail and organization skills required
- Strong problem solving and analytical abilities required
- Dependable and reliable
- Ability to acknowledge and respect confidential information
- Excellent telephone, written and verbal communication skills with strong customer service focus
- Professional interaction with employees, peers, and customers required
- Ability to answer questions, correct errors and resolve discrepancies
- Ability to learn quickly
- Ability to remain composed and effective under pressure
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
Benefits: We offer our employees a robust compensation package! Our comprehensive benefits include medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Dakota Dunes, South Dakota, United States
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