Senior Customer Service Representative - Bilingual Spanish

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

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. 

Business Unit:

Benefits:

Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs.

We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave/adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees.

Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process.