Bilingual Contact Center Representative

Often the first point of contact for customers, the Agent Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities. The Agent Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures.  As an Agent Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems. 

Responsibilities 

• Demonstrate consistent good quality and performance results. 
• Provide consistent service that is customer focused and professional. 
• Supporting Field Sales agents with insurance product information
• Assist with basic technical troubleshooting
• Be able confident and capable to handle all new business, underwriting, claim and compensation situations. 
• Learn soft skills while communicating with customers 
• Focus on customers' needs and develops a customer centric approach in servicing customer’s needs. 
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction 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.
• Learn all policy product lines, all procedures for the core and worksite calls. 
• Provides support for business partners as needed.
• Expected to be able to work various shifts within 7:30 a.m. – 6:00 p.m. CST timeframe

COMPETENCIES 

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues.  Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.    
• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.  Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth  
• Initiative: Willingly does more than is required or expected in the job.  Meets objectives on time with minimal supervision.  Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course  
• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results  
• Values Orientation: Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb” 

Skills

• Ability to effectively communicate and build strong partnerships with newer employees. 
• Basic computer skills and knowledge of database software.
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
• Demonstrated attention to detail, organizational skills, and time management skills.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Ability to remain calm in stressful situations.
• Supplemental insurance knowledge and licensing is a plus. 
• Bilingual, Spanish-English proficiency is preferred.

Education and Experience 

• High school diploma or general education degree (GED); Associate degree preferred.
• 3+ years’ experience in a contact center environment preferred.