Senior Customer Service Representative - Bilingual Spanish

Job Details

The P&C Corporate Claims Division consists of over 100 professionals who support Great American s highly diversified P&C claims operations across the world. The functional teams within our division include Claims Practices, Claims Counsel, Claims Support Services, Claims Resolution Services and Legacy Claims. The Claims Support Services group is a full claim handling operation providing claim handling to several divisions or lines of business. Within the Claim Support Services group is the Claims First Notice of Loss Customer Service team.

FNOL Customer Service is a claims support team within Corporate Claims that specializes in engaging with our internal and external customers over the phone. This claim support team assists in various methods, which includes phone claim intake, new loss set up, and numerous other complex tasks for 12 claim departments and other Corporate shared services within the Great American organization. This means we support hundreds of Claim Professionals across the entire company because of our various support functions. Joining this team will give you a unique view of the company with the ability to network across divisional lines. We are looking for a candidate to join our High Performing Team who values growth, development, and providing a memorable customer experience.

• Hours of operation are Monday through Friday 8am to 8pm ET.
• Seeking an 8am-5pm ET shift for representatives who speak BOTH Spanish and English
• Seeking an 11am-8pm ET shift for representatives who speak BOTH Spanish and English

Essential Job Functions and Responsibilities

• Representative must perform customer interactions quickly in both Spanish and/or English
• Performs claim intake via phone from Insureds, Claimants, Agents, and other parties during the initial First Notice of Loss (FNOL) for Worker s Compensation, Auto, Property, General Liability, Storage, Equine, and others. Responds to inquiries, complaints, and concerns regarding the claims handling process and procedures.
• Take 17-20 inbound calls per day
• Resolves routine and non-routine incoming insured requests, while referring more complex issues to more experienced staff.
• Troubleshoot customer questions in both Spanish and English
• Provide phone, emails, and document translation support to our internal and external customers
• Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Responsible for documenting processes used to correct issues.
• Responds to correspondence, complaints, and information requests via telephone or e-mail.
• Utilizes computerized systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting.
• Submits routine annotations on insureds claims. Processing may be determined by specific line of business.
• Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Call center experience preferred but not required
• Performs other duties as assigned.

Additional Knowledge, Skills and Abilities

• Strong organization and prioritization skills.
• Excellent written, verbal, and interpersonal skills in both Spanish and English
• Ability to work in a fast-paced environment with minimal supervision.
• Must have strong PC skills and strong working knowledge of Microsoft Office.
• Ability to interact well with others in a team environment.
• Must be bilingual (Spanish and English)

Job Requirements

• Education: High School Diploma or equivalent.
• Language: Spanish (Required)
• Experience: 1 to 3 years of related experience.

Additional Job Description

• Scope of Job: Performs work under moderate supervision. Familiar with standard concepts, practices and procedures. Demonstrates working knowledge of company products and/or services and of various business systems used to perform job functions. Works on assignments of moderate technical complexity.

Physical Requirements

• Requires prolonged sitting.
• Requires continuous use of computer.
• May lift, carry, push, or pull objects up to 10 lbs.
• Requires regular and predictable attendance.

 Great American Insurance Group

 05/13/2024

 Cincinnati,OH