Contact Center Rep I - Bi-Lingual (Spanish/English)

Location US-OR-Hillsboro
Posted Date 2 weeks ago(2/5/2018 6:32 PM)
# Positions
1
Status
Full-Time
Req #
16948

Overview

If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.

Responsibilities

In our contact center, you can make a difference in people’s lives every single day and be part of a team who truly cares. We provide support to our customers who are employees of organizations who provide their employees with benefits products and services that we offer. Specifically, we provide life insurance and disability income products that employer groups provide their employees for their time of need.  As a fluent spanish/english speaker, you'll be able to receive an extra 7% pay premium for utilizing your skills to help our spanish speaking customers.   

 

We seek someone who can display empathy as many of our customers are often dealing with serious personal situations. This might be in the case of a serious illness or injury where they may be inquiring about their ability to receive a disability income benefit or it may be a deceased employee’s family member who is inquiring about a life insurance benefit left on their behalf.  You also might be taking calls from employees who are calling to report their time away from work as we also offer leave of absence tracking services for employers.You’ll respond to a variety of inquiries by providing personalized and accurate information to the employee members. You’ll help them understand their eligibility for coverage and the benefits themselves.  You may perform research and offer guidance on how to resolve their particular questions or issue.

 

The ability to provide clear and concise communication is key and you’ll use a variety of computer systems in order to look up product info, insurance policies and procedures. You need to be effective and comfortable with being on the phone while also navigating and looking up info in systems so you can advise our customers appropriately. You’ll follow-up with individual customers as needed and monitor status of requests, assigned work and prepare customized correspondence when needed as well as make outbound calls. You’ll ensure that any calls that need escalating are directed to the appropriate person for handling to ensure our customers are being supported in a timely manner.

 

We seek someone who has a desire to help us continuously improve and we encourage and request that you share customer feedback and provide your recommendations and ideas on how we can better our processes to ensure an even greater customer experience. We seek individuals who value teamwork and collaboration among the team to ensure best customer practices.

 

 An ideal candidate is someone who is accountable for their own performance by demonstrating use of our tools and metrics to monitor their own performance results in: quality assurance, client satisfaction, and schedule adherence in order to achieve appropriate performance levels.

You’ll perform other duties as requested in the support of our customer operations.

Qualifications

Education & Experience:  Associate’s degree preferred.  Typically requires minimum 1 - 2 years experience, or the equivalent combination of education/experience.  Telephonic customer service experience preferred.

 

Knowledge & Skills:  Applies acquired job skills and working knowledge of company policies.  Fluent bi-lingual spanish/english speaking and listening skills.

 

Job Complexity & Judgment:  Works on semi routine assignments.  Works within defined procedures but is able to deviate from normal routine; understands when to escalate issues if necessary.

 

Independence & Supv required:  Typically receives general instructions on routine work; may require detailed instructions on new assignments.  Follows established procedures.

 

Interaction & Influence:  Contacts are typically limited to own department; begins to build working relationships outside department.

 

 

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

 

For more information regarding your Equal Employment Opportunity applicant rights, click  here.

 

Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871.  This number is only for the use of individuals with disabilities who need accommodation with the application process.  General inquiries about application status will not be addressed.

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