Customer Service Complex Bilingual Representative
On-siteOklahoma City, Oklahoma, United States
Job Summary
Provide complex policy maintenance, customer phone and email responses, and policy conservation to internal and external customers, including policy owners and agents. Resolve the most complex Customer inquiries and complete the most complex Customer service processes independently, with specific attention to detail and accuracy in accordance with established Bermuda KYC, AML & ATF regulations. Consult with Compliance about suspected AML/ATF issues and with SIU regarding suspected fraud. Liaise with Agents and policy owners to create complex reprojections based on specific policy coverage changes, and loan or partial surrender requests. Process the most complex policy processes, such as conversions from Term to UL/IUL products, premium allocation, and fund transfers on IUL products, and ownership changes according to established procedures. Handle payment due diligence in accordance with PCI and AML/ATF procedures, which includes credit cards, checks, and wires. Partners with the Underwriting Department to review payors. Takes appropriate action to handle escalated Customer situations to ensure the Customer and/or Agent is served in a manner which meets or exceeds their expectations. Requires proven bilingual skills in Spanish and English.
Required Qualifications
- Excellent verbal and written communication skills utilized in English and/or Spanish at least 50 percent of the time
- Resolves the most complex Customer inquiries and completes the most complex Customer service processes/requests independently
- Specific attention to detail, accuracy and timely handling
- Knowledge of Bermuda KYC, AML & ATF regulations and procedures
- Consultation with Compliance about suspected AML/ATF issues
- Consultation with SIU regarding suspected fraud
- Liaison with Agents & policy owners to create complex reprojections based on specific policy coverage changes
- Processing of conversions from Term to UL/IUL products
- Processing of premium allocation and fund transfers on IUL products
- Processing of ownership changes according to established procedures
- Handling payment due diligence in accordance with PCI and AML/ATF procedures
- Review of payors with Underwriting Department
- Appropriate action to handle escalated Customer situations
- Expertise in a variety of work processes and procedures
- Considerable on the job experience
- Anticipation of patterns with regards to Customer service and Colleague processes
- Proven ability to work in a high volume, quick paced production environment
- Prompt and accurate work product
- Proven ability to change and demonstrated openness to change
- Strong leadership skills
- Proven ability to multi-task and achieve stated goals
- Exceptional professional attire and demeanor
- Strong knowledge of Universal Life products
- High School Degree or General Education Degree (GED)
- 3 years customer service experience required
- Require proven bilingual skills; Spanish & English (verbal and/or written communications)
Desired Qualifications
- Excellent math skills
- Excellent analytical skills
- Advanced communication skills
- Advanced writing skills
- Advanced interpersonal skills
- Advanced coordination and collaboration skills
- Strong knowledge of Universal Life products
- Proven ability to work in a high volume, quick paced production environment
- Known and demonstrated ability to be prompt and accurate with work product
- Proven ability to change and demonstrated openness to change
- Strong leadership skills
- Proven ability to multi-task and achieve stated goals
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