Spanish Customer Service Support Specialist - Insurance

🕒 5 dias atrás

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COVU

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🛡️ Seguros

💳 Fintech

🤖 Inteligência Artificial

Insurance • Fintech • Artificial Intelligence

COVU é uma empresa orientada por tecnologia que se dedica a atender, gerir e expandir agências de seguros de property and casualty (P&C). Com mais de US$ 22 milhões em uma rodada Series A, a COVU combina uma equipe de agentes licenciados baseados nos EUA com tecnologia de AI avançada para otimizar tarefas operacionais, aprimorar a comunicação com o cliente e apoiar o crescimento das agências, assegurando a manutenção integral da propriedade pelos sócios da agência. Ao oferecer soluções completas de gestão, a COVU capacita as agências a aumentar a eficiência e a rentabilidade sem comprometer suas operações ou autonomia.

Descrição

• Manage and update customer policy information, assist with policy renewals, and handle carrier notices. • Answer general inquiries and respond to customer needs with accurate and timely information. • Assist customers with account management, billing inquiries, and non-premium bearing policy amendments. • Update customer information and policy details in Salesforce, ensuring accurate and timely documentation. • Handle 40-60 customer calls daily, providing quality support and maintaining a low call abandonment rate. • Work with cross-functional teams to resolve customer issues and improve service delivery. • Ensure a CSAT return rate of 90% with an average score of 4.7. • Be coachable and adaptable to changes in market conditions, processes, and service needs.

🎯 Requisitos

• Fluent in Spanish (Required) • Fluency in English is a strong plus • Strong customer service skills with a focus on communication and problem-solving • Ability to handle high call volumes and manage multiple cases simultaneously • Proficient in Salesforce or similar CRM/AMS platforms • Self-motivated with a sense of urgency and adaptability to changing market needs • Ability to work independently and be open to feedback and coaching. • Call center or customer center experience preferred • Experience in using multiple AMS tools like Epic, EzyLynx, AMS360, NowCerts, Agency Matrix, QQ Catalyst, HawkSoft • Familiarity with billing, account management, and insurance policy servicing is a plus • Previous experience in Personal and Commercial Lines Insurance is a plus