Bilingual Spanish/English-Loyalty Services Representative

• Provides routine information and support to Designated Customers such as Worksite, Client Workplace, Individual Policyholders and other lines of business administered by Combined Insurance.
• Ability to sell the value and retain policyholders
• Services customers via inbound and outbound calls to assist those that wish to cancel their existing insurance coverage by reviewing products, benefits and/or solving service and claims issues.
• Assists in the collection of current and past due premiums and may support additional call domains such as Claim Intake, Policyholder/Policy administration, billing/payments, or Agent servicing on a as needed basis.
• Ability to service 90% of calls independently, using the tools and resources acquired in training and continued experience.
• Collects, documents and enters data from and into multiple applications.
• Provides instructions and set expectations for policyholders
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, close rate and other KPI's.
• Exhibits and practices the Organization's Common Purposes and Shared Traits.
• Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Willingness to perform other duties as assigned.
• Expected to be able work various shifts within 7:30 a.m. – 6:00 p.m. CDT timeframe.

• •Provide a needs analysis assessment for what a policyholder may need
• Strong verbal and written skills
• Ability to partner with others to resolve issues resulting in service or claim related issues
• Ability to utilize critical thinking skills

• High School Required; bachelor's degree preferred
• Minimum 1 year previous contact center experience
• Previous Retention skills within a contact center environment preferred
• Previous sales experience a plus
• Licensed to sell health/life Insurance a plus

Sunrise Systems