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, a Fortune 500 company. 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.

Great American is currently seeking an Bilingual Senior Customer Service Representative to join our Bellevue, WA office. This position is open to remote. However, if you are in the Bellevue, WA or Cincinnati, OH area, you may work out of our offices which offers a hybrid work from home opportunity after the initial training period.

Schedule: Full-Time. Monday through Friday, 8 hours per day. 8:30AM-5:00PM PST.

Benefits Include:

• Competitive pay rates
• Medical, dental, and vision plans (must be full time)
• Excellent 401(k) plan
• 19 days of paid time off accrued, plus 8 paid holidays per year (must be full time)
• Employee wellness programs and more

In our Contact Center, you will:

• Receive inbound phone calls from customers, answer their questions, and help solve problems
• Make outbound phone calls to insurance agents and brokers to confirm information
• Respond to correspondence and information requests by e-mail
• Perform data entry of information into our insurance-tracking database
• Gain product knowledge so you can talk about product features
• Perform other duties as assigned
• Note: You will not make outbound sales calls – this is a customer service position

Essential Job Functions and Responsibilities

• Develops skills and actively seeks information to understand customer’s circumstances, problems, expectations and needs for the purpose of resolving customer inquiries/issues. Shares and/or conveys information to customers, regarding their account(s) maintaining a professional demeanor in all situations.
• Learns to maintain, update and monitor customer account information.
• Interacts with customers to provide information in response to routine inquiries (telephone, email, mail, etc.) about products or services.
  • Learns to resolve routine incoming customer requests, referring non-routine/more complex issues to more experienced staff.
  • Builds product knowledge to confirm and discuss products and/or product features, along with benefits/consequences of an action/request made by a customer/agent.
• Assists in researching and resolving customer complaints to ensure customer satisfaction and retention.
• Learns and responds to simple correspondence, complaints and information requests via telephone, e-mail, fax, regular mail or in person.
• Becomes familiar with and utilizes computerized systems for tracking, documenting questions/responses, information gathering and/or troubleshooting.
• May learn to process routine/simple transactions on customers’ accounts. Transaction processing may be specified by authority/guidelines.
• Becomes familiar with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Performs other duties as assigned.

Job Requirements

Education: High School Diploma or equivalent.

Experience: 1 to 3 years of related experience. As appropriate for line of business, insurance licensure and/or certifications may be required.

Must clearly communicate verbally and written in French and English.

Business Unit:

Salary Range:

Benefits:

We offer competitive healthcare, retirement, and paid time off benefits.