Description:

***Candidate must speak fluent Spanish***

Customer Care Associates are responsible for servicing the basic needs of policy holders, agents, and individuals and are responsible for navigating calls through next steps to ensure that resolutions are satisfied for call inquiries. Contact with customers is primarily made through phones calls but may also include email and web chat.

Reports To: Customer Care Supervisor

Schedule: Monday-Friday, 9:00am to 5:00pm (Overtime as needed)

Duties/Responsibilities

Answer calls daily with professionalism and return calls for individuals who left voicemails.
Customer Care Associates will attend to incoming emails to the customercare@uticafirst.com general mailbox.
Maintain thorough ticketing documentation for all contact with our customers (insureds, agents, and other parties involved with a policy)
Exercise discretion in handling personal financial information.

Requirements:

Required Skills/Abilities

Demonstrates excellent verbal and written communication skills
Ability to assess a situation and provide appropriate solutions
Conflict resolution and de-escalation techniques
Ability to learn and navigate multiple computer applications

Education and Experience

High School Diploma or equivalent
Previous experience in customer centric positions
Previous experience in financial or insurance services preferred
Familiarity with email and phone systems

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment.

Compensation details: 19.5-21 Hourly Wage

PI6fd172aa8130-31181-41598051

Utica First Insurance Company

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Bilingual Customer Care Associate (Spanish)