Committed to providing life insurance solutions since 1969 in the United States and globally since 1975, Citizens, Inc. is a publicly traded company (NYSE: CIA) that has maintained a listing on the New York Stock Exchange since 2002. Operating through our insurance subsidiaries, we strategically offer traditional insurance products in niche markets to capitalize on competitive advantages. With a dedicated team of employees located in Austin, Louisiana and a global network of agents, our reach extends to Latin America, Central America, and Asia.
THE OPPORTUNITY
Title: Call Center Advocate (Bilingual Spanish/English)
Job Type: Full-Time
Reports to: Supervisor
Location: Austin, TX (Corporate Headquarters located in the Domain)
In Office
At Citizens, Inc., we've curated an exceptional work environment that goes beyond the ordinary. Our open-plan workspace offers panoramic views of the Domain with multiple conference rooms readily available. Start your day with complimentary coffee in our large break area, enjoy walks on the scenic trails nearby, or hit our onsite gym. Our Lunch Drop service provides the luxury of delivering delicious meals directly to our suite for a stress-free lunch break. For financial needs, the onsite bank is at your service. Furthermore, enjoy the convenience of free covered parking in our garage, featuring charging stations for electric vehicles. Participate in our various monthly employee events designed to enhance our cultural engagement. At Citizens Inc., we prioritize strong employee involvement to foster a dynamic workplace culture. Elevate your career with us, where your workplace is more than just an office; it's a destination for growth, innovation, and a flourishing community.
Summary: Citizens is looking for a customer service administrative role that requires high attention to detail to attend our customers in their time of need as they report a life insurance claim. The Call Center Advocate is expected to be cross-trained in all aspects of claims that relate to claims set-up, requesting/receiving claim requirements and telephone support.
WHAT YOU WILL GET TO DO
1. Answer and respond to inbound telephone inquiries from policy beneficiaries (Domestic and International Spanish Speakers), funeral homes, funding companies or their representatives, and provide excellent service during their claims inquiries.
2. Maintains an excellent attendance record.
3. Review policy contracts and determine if coverage is applicable.
4. Respond to written(email) correspondence, create claims when received from the field and generate written correspondence as needed.
5. Assist with research to locate beneficiaries and heirs when needed.
6. Assess, research and correct claims discrepancies, collaborate with other members of the team as needed.
7. Comply with HIPAA and other privacy regulations.
8. Maintain complete confidentiality of company business.
9. Cross training and assistance with other related Call Center Advocate duties when needed.
10. Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
11. Participation in educational seminars, webinars, and local claims meetings.
12. Review internal processes, procedures and policies to provide recommendations for improvement.
13. Expectation of continuing education in insurance professionalism.
14. Work closely with Claims Analysts.
15. Meet performance metrics standards as established by management.
WHAT YOU NEED TO SUCCEED
1. High School diploma or equivalent
2. One year of experience in a customer service administrative role
Knowledge, Skills, and Abilities:
1. Fluent in Spanish and English.
2. Strong organizational skills and attention to detail.
3. Skill in Microsoft Office products.
4. Ability to communicate effectively and diplomatically by telephone, email and in person.
5. Ability to work in multiple systems and applications.
6. Ability to take initiative and work independently.
7. Ability to establish rapport and build relationships in a professional manner.
8. Ability to address issues/concerns in a professional manner.
9. Ability to develop and maintain positive working relationships with internal/external stakeholders.
10. Ability to operate in a fast-paced environment shaped by constant change and innovation.
11. Communicate (both written and verbal) in a polished, precise but friendly manner.
Miscellaneous Requirements:
Ability to work Monday-Friday, 8AM – 5PM.
BENEFITS (the fun stuff)
As an employee of Citizens, we promise you the opportunity to make a meaningful difference in the lives of our customers, communities, and one another. We believe in fostering a culture of camaraderie, where your ideas are valued, and collaborative efforts drive innovation. Our commitment to rewarding work extends beyond professional growth to recognize your individual contributions and achievements.
We take a complete approach to our employees' well-being. Our benefits package includes medical, dental, vision, short-term and long-term disability, AD&D, group term life insurance, and a matching 401k to secure your financial future. Our benefits plan allows for Virtual Visits and access to our Employee Assistance Program, showcasing our commitment to your health and work-life balance. Enjoy the added perks of generous Paid Time Off and holidays, ensuring you have the time to recharge and savor life outside of work. Join us and embrace a workplace that values not only your professional growth but also your personal fulfillment.
At Citizens, our employees and customers are at the heart of everything we do. Our success as a company begins with our team of employees and departments to service our customers. That's why we strive to create an environment where employees are equipped and challenged to reach their full potential.
Citizens is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender identity, national origin, age, disability, or veteran status. We are committed to fostering a diverse and inclusive workplace where every individual is valued, and all qualified applicants are encouraged to apply.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Language:
Ability to Commute:
- Austin, TX 78758 (Required)
Work Location: In person
