NEW JOB OPENING
BILINGUAL (SPANISH) CUSTOMER SERVICE REPRESENTATIVE
IN Remote, USA!

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Bilingual Solutions Center Representative - Spanish
Position #28965
Duration: 12+ months, temp to direct
Work from Home - Must reside in Central or Eastern Time Zone. (New York residents are not eligible).

Start Date 6/24/2024

Required Skills:
Must be fluent in Spanish and English. This role entails answering inbound calls from members, partners, plan sponsors and investment professionals in Spanish and English.

Required Skills and Experience:
• 2+ years of experience in customer service, sales related occupations.
• Should have background/experience in customer service, strongly prefer background in life insurance, banking, or financial.

Training Information:
• 5 weeks virtual training with camera on and class participation required.
• Training is from 6/24/2024 - 7/31/2024. Must be able to attend 100% of training. Training is 37.5 hours per week.
• For the first 4 weeks: Monday-Friday 10:00 AM -6:30 PM EST / 9:00 AM - 5:30 PM CST.
• For the 5th week it is flexible hours on Monday - Friday between 8:00 AM-8:00 PM EST.

Shift:
After training, you could be working anytime Monday - Friday between 8:00 AM - 8:00 PM EST / 7:00 AM - 7:00 PM Central.
The work shift is 38.75 hours per week.

Key Responsibilities:
• As a Representative, you’ll provide extraordinary care to our members, partners, plan sponsors and investment professionals by answering inbound calls in Spanish and English.
• You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success.
• Additionally, you’ll effectively interpret and articulate marketing strategies when communicating with customers.

Duties:
• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understands the different product suites, including current line-up and products no longer sold that still require servicing.
• Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
• Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Client policies, firms, plan documents and state and local laws.
• Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.
• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. Setting goals and expectations to achieve success in the role as well as future opportunities. May perform other duties as assigned.

Needed Skill:
• Fluent in Spanish and English
• Excellent verbal and written communication skills to effectively communicate with others.
• Proficiency with computers and common office software.
• Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.
• Other criteria, including leadership skills, competencies and experiences may take precedence.

Education:
Associate's Degree. Bachelor's Degree is highly preferred. Undergraduate degree in finance, business administration, insurance, economics, communications preferred.

License/Certification/Designation:
A plus to have ChFC, CLU, other industry designations desirable FINRA series 6 and/or 26 licenses.