Inbound Representative, Bilingual Spanish
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Inviting applications for the role of InboundRepresentative, Bilingual Spanish
The InboundCall Center Representative is the point of contact for policyholders/claimants,insurance adjusters, and field inspectors. The position manages a high volume of inbound calls while effectivelydetermining requirements, answering inquiries, resolving problems, fulfillingrequests, and recording case notes.
Managehigh volume of inbound calls in a timely manner
Identifycallers' needs, clarify information, research issues, and provide solutionsand/or alternatives
o Policyholders/Claimants Provide technical support on self-inspection apps; explain app products andprocesses; schedule appointments for auto, property, and scene fieldinspections, and set up cases to be dispatched
o InsuranceAdjusters Handle warm transfer calls; answer inquiries on case status;resolve case management system access issues; schedule appointments withpolicyholders/claimants for auto, property, and scene field inspections, andset up cases to be dispatched
o FieldInspectors Handle overflow calls from the inspector line; provide addressverification; address customer no-shows; troubleshoot inspector app issues; resolveinspector profile issues and assignment rate/payment issues
Takeappropriate action for each call, following communication "scripts" whenhandling different topics/scenarios
Identifyand escalate priority issues to supervisor when necessary and appropriate
Accuratelyprocess and document call transactions using the BPM system
Meet quality assurance requirements andquantitative targets
Highschool diploma or GED
Relevantexperience and/or training in customer service, preferably in a call centerenvironment Strong phone and verbal communication skills along with active listening
Customerfocus and adaptability to different personality types
Workingknowledge of CRM or BPM systems
Computerliterate with knowledge of web and mobile apps
Stronganalytical and problem-solving skills
Abilityto multi-task, set priorities, and manage time effectively
Professionaland courteous demeanor and ability to collaborate with a team
Genpact is an Equal OpportunityEmployer and considers applicants for all positions without regard to race,color, religion or belief, sex, age, national origin, citizenship status,marital status, military/veteran status, genetic information, sexualorientation, gender identity, physical or mental disability or any othercharacteristic protected by applicable laws. Genpact is committed to creating a dynamic workenvironment that values diversity and inclusion, respect and integrity,customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.