Licensed Customer Engagement Specialist (Bilingual)

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Licensed Customer Engagement Specialist (Bilingual) based in the United States.** As a Licensed Customer Engagement Specialist, you will deliver exceptional customer service by helping policyholders navigate insurance-related questions, billing inquiries, and policy changes. You will serve as a trusted point of contact, combining strong communication skills, empathy, and insurance knowledge to resolve customer concerns efficiently. Through inbound and outbound calls, written correspondence, and other communication channels, you will address a variety of service requests while ensuring accuracy and customer satisfaction. You will also identify opportunities to enhance customer relationships and recommend additional products when appropriate. Working remotely within a structured, technology-enabled environment, you will have access to the tools and resources needed to succeed. This opportunity is ideal for a customer-focused professional who enjoys problem-solving, building relationships, and making a meaningful difference in people's everyday lives. ### Accountabilities - **Customer Engagement and Support:** Handle incoming and outgoing calls, written correspondence, and other customer communications involving insurance policies, billing questions, service requests, and policy-related transactions. - **Needs Assessment and Active Listening:** Ask relevant follow-up questions, listen attentively to customer concerns, demonstrate empathy, and provide personalized assistance based on each customer's needs. - **Policy Administration:** Process policy changes accurately using the information provided by customers, ensuring that all transactions comply with established procedures and applicable requirements. - **Issue Resolution:** Investigate and resolve routine, complex, and unique customer inquiries, escalating cases when necessary to ensure timely and effective outcomes. - **First-Contact Resolution:** Strive to resolve customer issues during the initial interaction while maintaining high standards of service quality, accuracy, and customer satisfaction. - **Billing and Documentation Support:** Explain insurance documents, billing information, policy communications, and other customer materials clearly, including any required follow-up actions or updates. - **Customer Database Management:** Maintain accurate customer records, update relevant databases, and document all interactions and transactions in accordance with established processes. - **Insurance Knowledge and Compliance:** Apply a practical understanding of insurance policies, service procedures, and consumer protection principles to deliver accurate and consistent information. - **Sales and Cross-Selling Opportunities:** Recognize appropriate opportunities to introduce additional insurance products or services based on customer needs and current offerings. - **Marketing Campaign Awareness:** Stay informed about ongoing marketing campaigns, product updates, and service initiatives to respond effectively to customer questions using available tools and resources. - **Customer Relationship Management:** Build positive, professional relationships with customers and internal stakeholders, contributing to customer loyalty and a consistently high-quality service experience. - **Remote Work Standards:** Maintain a professional and secure home-based work environment, ensuring reliable connectivity, privacy, and readiness to support customers throughout scheduled working hours. ## Requirements - **Education:** A high school diploma or equivalent is an advantage. - **Professional Experience:** Zero to two years of relevant experience is preferred, particularly in customer service, contact centers, insurance, billing support, or customer relationship management. - **Bilingual Communication:** Strong verbal and written communication skills in English and the additional language required for the role, with the ability to assist customers clearly and professionally in both languages. - **Customer Service Excellence:** A customer-first mindset, with the ability to demonstrate empathy, patience, professionalism, and genuine interest in resolving customer concerns. - **Active Listening and Relationship Building:** Ability to ask effective questions, understand customer needs, establish rapport, and communicate information in an accessible and reassuring manner. - **Problem-Solving Skills:** Strong analytical thinking and the ability to investigate issues, identify appropriate solutions, manage complex inquiries, and determine when escalation is necessary. - **Attention to Detail:** Accuracy in processing policy changes, documenting customer interactions, maintaining records, and handling sensitive information. - **Insurance Knowledge:** Familiarity with insurance policies, billing procedures, customer service workflows, and consumer protection principles is beneficial. - **Sales Awareness:** Ability to recognize relevant cross-selling opportunities while prioritizing customer needs and providing appropriate recommendations. - **Technical Proficiency:** Comfort using computer systems, customer databases, digital communication tools, and multiple applications simultaneously in a remote service environment. - **Adaptability and Flexibility:** Ability to adjust to changing customer needs, new marketing campaigns, updated procedures, and evolving service priorities. - **Performance and Accountability:** Commitment to meeting service standards, resolving issues efficiently, maintaining accurate records, and contributing to customer satisfaction goals. - **Remote Work Readiness:** A dedicated, private workspace free from distractions, suitable desk and seating arrangements, and reliable internet connectivity with minimum speeds of 50 Mbps download and 5 Mbps upload. - **Background Screening:** Willingness to undergo the required background investigation as part of the hiring process. - **Employment Eligibility:** Candidates must meet applicable U.S. employment authorization requirements. Employment-based visa sponsorship is generally not available for this position. ## Benefits - **Competitive Hourly Pay:** Compensation of **$24.00 per hour**. - **Remote Work Flexibility:** The opportunity to work from home within the United States. - **Comprehensive Technology Equipment:** A company-provided laptop, monitors, headset, keyboard, and mouse to support an effective remote working experience. - **Monthly Internet Reimbursement:** A monthly connectivity allowance to help offset home internet expenses for eligible remote employees. - **Professional Development:** Opportunities to strengthen customer service, communication, insurance knowledge, and problem-solving skills. - **Technology-Enabled Work Environment:** Access to the digital tools and resources needed to manage customer interactions and policy-related transactions. - **Meaningful Customer Impact:** The opportunity to help individuals and families navigate insurance needs, resolve concerns, and protect what matters most to them. - **Inclusive Workplace:** A commitment to equal employment opportunity and a respectful environment where employees are valued for their qualifications, contributions, and abilities.