Job Title: Bilingual Loyalty Services Representative (Spanish)
Location: Chicago IL 60631
Duration: 6 months Assignment (potential to temp to perm)
Shift/Hours: 40hours/week, 7:30am-6:00pm CST- timeframe. Monday-Friday
Work Model: 5 days onsite.
 
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 client products and services.
• As a Loyalty Services Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of client’s products and systems.

Responsibilities:

• Provides routine information and support to Designated Customers such as Worksite, Client Workplace, Individual Policyholders and other lines of business administered by Client Insurance.
• 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 KPI’s.
• Exhibits and practices the Organization’s 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 & Experience

• High School Required; bachelor’s degree preferred.
• Minimum 1-year previous contact center experience.
• Bilingual skills (verbal, written, read) in Spanish is required.
• Previous Retention skills within a contact center environment preferred.
• Previous sales experience a plus.
• Licensed to sell health/life Insurance a plus.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 23.03/hr.