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Brown & Brown · 2 days ago

Bilingual Customer Service Representative

Plano, TX, USA

Full-time

Hybrid

Entry Level

1+ years exp

Brown & Brown is a company that focuses on providing insurance products and administrative services. They are seeking a Bilingual Customer Service Representative to assist callers with inquiries, complaints, or problems, ensuring a positive experience while handling a high volume of inbound calls.

Insurance

Responsibilities

Professionally handles all incoming calls from claimants or medical providers and ensures that issues are resolved both promptly and thoroughly

Thoroughly and efficiently gathers customer information and then assess and fulfills customer needs

Provides a complete and accurate response to all questions

Creates tickets to the Claims Department for further handling of an issue identified during the call

Ensures that all follow-up calls/actions are done in a timely manner

Documents all calls and any follow-up actions

Maintains a balance between company policy and customer benefit in decision making and handles issues in the best interest of both the customer and company

Strives to meet or exceed call center metrics while providing excellent customer service

Learns and understands all types of policies administered by the company

Completes all required and assigned internal and external training before assigned due dates

Other duties as assigned

Qualification

Medical insurance knowledgeBilingual - English/SpanishCall center experienceMS Office proficiencyHigh-level typing skillsRemain calmMedical termsFive9 phone system experienceCommunication skillsConfidentiality maintenance

Required

High school diploma or equivalent and one to three years experience in a similar position and/or an equivalent combination of education and experience

Bilingual – English/Spanish

Previous call center experience preferred

Proficient with MS Office, specifically Outlook, Word, and Excel

In-depth knowledge of medical insurance policies and schedule of benefits

Excellent written and oral communication and interpersonal skills

High-level typing skills

Ability to remain calm in stressful situations

Ability to maintain a high level of confidentiality

Preferred

Familiarity with medical terms and billing preferred

Medical insurance background preferred

Previous experience using Five9 phone system preferred

Benefits

Group medical, dental, vision, life, and disability benefits.

Paid time off and a 401(k) retirement plan as well as an Employee Stock Purchase Plan that allows our employees to purchase Brown & Brown stock at a discounted rate.

Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance

Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement

Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services

Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.