Job Listings

Bilingual Customer Service Representative I (Onsite)

6001 E. Royalton Rd., Broadview Heights, Ohio
Job number: 15616

Job Description:

Bilingual Customer Service Representative I (Onsite)

Primary Duties & Responsibilities

The Bilingual Spanish Customer Service Representative I is responsible for engaging with customers on behalf of the company in a positive and professional manner. Handle customer service incoming calls from our English and Spanish agents and policyholders, translate documents from Spanish to English.  Duties include answering phone calls and process request for changes to a policyholder’s account and maintaining expert knowledge about company products and processing guidelines.

Daily Duties:

·       Assist with daily call volume and process requests from customers. 

·       Provide accurate resolutions to customer inquiries in a professional and courteous manner.

·       Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)

·       Meet Quality Assurance Requirements and other key performance metrics. 

·       Complete assigned projects in the planned time frame.

·       Attend and complete training courses.

Required Skills

Knowledge, Skills, & Abilities:

·       Excellent verbal & written communication skills with both English and Spanish customers. 

·       Excellent analytical skills and attention to detail.

·       Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.

·       Knowledge of customer service principles and practices.

·       A high level of integrity, confidentiality, flexibility and support of management is expected at all times.

·       Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers.

·       Positive and helpful attitude.

·       Individual must be a team player and be able to work independently.

·       Proficient in Microsoft Office with Word, Excel, Outlook. 

Applicable to all employees of Globe Life & Accident and its subsidiaries

·         Reliable and predictable attendance of your assigned shift

·         Ability to work full time and/or part time based on the position specifications.



Required Knowledge & Experience

Education & Work Experience:

·       High school diploma or equivalent.

·       One to two years customer service experience in a similar role required. 

Location: 6001 E. Royalton Rd., Broadview Heights, Ohio

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for health care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contributes to HSA.

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.