Associate - Customer Service with Spanish

Job description

Agent

As an Agent, the profile is to proactively manage and effectively handle all Customers, Third Party and Experts to lodge a claim and provide service assistance to the claims, set up claims across various systems to assist the overall Claims Handling journey, Input and authorize payment (if needed) and settle claims within agreed authority level, ensuring accurate indexing and update claims file.

Responsibilities

• The role involves answering the phone to private or corporate customers, partners, providers and intermediaries, ensuring that all the operations available on the partner's platform are carried out.
• This service can be in the field of production and claims (all branches except auto).
• There may be a need to make outbound contacts with clients in order to guarantee feedback and follow-up on the various processes.
• Communicate effectively to understand client needs and expectations.
• Meet daily team service levels by managing and effective processing of requests on the work flow management system.
• Accurate and fast actioning of requests.
• Support and deliver maximum help in case of any emergencies.
• Actively promote and support change initiatives by identifying and implementing improvements to process, organisation and customer service.

Profile

Technical Background Expected:

•             Level of education: 12th grade, university course or degree

•             Call center experience (desired)

•             Proven experience in the insurance sector (desired)

•             GenAI, ChatGPT, Data Analysis

Soft skills Expected:

• Fluency in Spanish
• Good interpersonal skills, operating as part of a team, participating, collaborating with team members on projects
• Strong verbal and written communication skills
• Empathy and focus on customer satisfaction
• Agility with technology and multitasking capacity
• Ability to work independently and collaboratively with cross-functional teams
• Knowledge of English language (desired)
• Good ability to work in pressurized environments