Utica First Insurance

POSITION DESCRIPTION
Bilingual Customer Care Associate

***Candidate must speak fluent Portuguese***

Job Summary

Customer Care Associates are responsible for servicing the basic needs of policy holders, agents, and individuals and are responsible for navigating calls through next steps to ensure that resolutions are satisfied for call inquiries. Contact with customers is primarily made through phones calls but may also include email and web chat. 

Reports To: Customer Care Supervisor

Schedule: Monday-Friday, 8:00am to 4:00pm (Overtime as needed)

Duties/Responsibilities

• Answer calls daily with professionalism and return calls for individuals who left voicemails.
• Customer Care Associates will attend to incoming emails to the customercare@uticafirst.com general mailbox.
• Maintain thorough ticketing documentation for all contact with our customers (insureds, agents, and other parties involved with a policy)
• Exercise discretion in handling personal financial information. 

Required Skills/Abilities

•  Candidate must speak fluent Portuguese 
• Demonstrates excellent verbal and written communication skills
• Ability to assess a situation and provide appropriate solutions
• Conflict resolution and de-escalation techniques
• Ability to learn and navigate multiple computer applications  

Education and Experience

• High School Diploma or equivalent
• Previous experience in customer centric positions 
• Previous experience in financial or insurance services preferred
• Familiarity with email and phone systems

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment. 

Pay Range:

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of Utica First’s total compensation package for employees. The hourly base pay range for this role is $19.50 to $21.00