Citizens, Inc. is seeking a dynamic customer-centric professional to join our Customer Solutions team. The Bilingual Customer Solutions Specialist performs customer service work on the phone and through email. Work involves providing customer service to policy owners, agents, and/or independent consultants across multiple lines of insurance (life and annuity) and multiple companies operating within the Citizens, Inc. group of companies. This position is located at the corporate headquarters in Austin, TX, located in the Domain. The Bilingual Customer Solutions Specialist reports directly to the Customer Solutions Manager.
Essential Job Duties:
Process policy options, policy changes, audits and reinstatements.
Provide clerical assistance and communicate with customers by telephone, letter, fax and e-mail.
Promote customer retention using service recovery strategies; provide dissatisfied customers with explanation of policy benefits, provisions and settlement options to improve customer retention and increase customer loyalty.
Process various requests from policy owners, associates and other departments.
Research and respond to customer questions and problems; escalate unresolved customer grievances to the management team.
Keep records of customer interactions and transactions in the Telememo application, recording details of inquiries, complaints, and comments, as well as actions taken.
Verify customer's identity and adhere to SOX Controls.
Prepare and organize file documentation.
Provide outstanding customer service.
Project a "WOW", "warm", "positive" attitude while building rapport with internal and external clients.
Prioritize work and manage multiple tasks and assignments.
Perform other related duties as required and assigned.
High school diploma or GED.
1 to 2 years in a customer service role; or work 1 to 2 years of experience in a business administration environment.
1 year of experience working with financial and/or accounting-related functions.
Proven experience corresponding in a professional manner to an international audience via email and mail.
Insurance industry-related experience.
Proficiency in Microsoft Word, Excel and Outlook.
Knowledge, Skills, and Abilities:
Knowledge of customer service skills.
Knowledge of Citizens, Inc. products.
Skill in written and oral communication to negotiate solutions with customers with varying temperaments.
Ability to write effective business correspondence.
Ability to effectively present information and respond to questions by telephone.
Ability to calculate figures and amounts such as discounts, interest, proportions and percentages.
Ability to read, analyze and interpret insurance policies and other products, procedures or regulations.
Ability to solve practical problems and deal with a variety of concrete variables involving policy owners.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to follow oral/written instructions.
Ability to maintain professionalism in dealing with customers, coworkers, and supervisors.
Ability to effectively communicate technical information to a variety of audiences (verbal/written).
Ability to perform multiple tasks and prioritize assignments.
Ability to address issues/concerns in a professional manner.
Ability to maintain professional relationships with internal/external stakeholders.
Ability to learn regulations and standards.