Bilingual Customer Service Representative (French)

Core Responsibilities

• Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern. Uses KofC online systems to search for and secure the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance (old and new), ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines.
• Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
• Reviews and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department. Serves as liaison between KofCs website and its departments.
• Performs other customer service related duties, e.g., if Bilingual in Spanish/English or French/English, translates for other business areas.
• Routinely reads departmental communications, product updates and other tools to stay current with organizational developments.
• Performs other customer service related duties as requested by supervisor.