Contact Center Representative

Contact Center Representative

Location: Phoenix United States

Full-Time

Requisition #: CONTA002104

Supervisor: Theresa Sheppard

Job Description:

CopperPoint has an exciting opportunity for a bilingual Spanish-speaking Contact Center Representative. In this role, you will provide exceptional customer service by responding to calls, emails, and portal inquiries from policyholders, agents, brokers, injured workers, attorneys, and medical providers. You’ll provide accurate information, resolve requests promptly, and support new business onboarding through welcome calls and emails. This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office.

Job Responsibilities:

• Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers.   

• Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.

• Utilize technical skills and industry knowledge to investigate and respond to incoming telephone calls, emails, and portal inquiries from customers and stakeholders about their new/existing policy, existing claim, and to report a new claim.
• Complete new business onboarding/welcome activities, including sending emails and contacting customers by phone.
• Effectively utilize knowledge of Workers' Compensation and P&C laws and regulations and company policy and procedures to build stellar customer relationships.
• Cross-team collaboration with Claims, Premium Audit, Underwriting, Accounting, Loss Control, Finance, to ensure a stellar customer experience.
• Additional projects and duties, as assigned.
• Provide Spanish bi-lingual translation/interpretation assistance (insureds, claimants, internal customers).

Qualifications/Competencies:

• BS/BA college degree preferred. The knowledge and skill levels acquired through undergraduate level studies in such area as Business Administration, or related field, and one to two years of experience in Workers’ Compensation Insurance Industry.
• Demonstrates strong verbal and written communication skills.
• Prior successful customer service skills to meet established customer service expectations/levels.
• Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.
• Work experience in Workers' Compensation Insurance or other Property and Casualty lines is preferred.  Ability to analyze, interpret and apply laws, rules, regulations, policy and procedures
• Ability to communicate clearly, effectively and professionally by phone, in writing, and in person.
• Passing the bilingual Spanish Certification may be required.

Work Location:

• This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office.

Benefits:

• Employees and their families are eligible to participate in CopperPoint Insurance Companies benefit plans including medical, dental, vision, short-term disability, long-term disability, life insurance, a health savings account, a flexible spending account, and a 401k plan.
• We provide some benefits at no cost to the employee (Basic Life Insurance and AD&D at two times an employee’s annual salary, Short- and Long-term Disability coverage, and Employee Assistant Plan).

• Employees will accrue 0.0692 hours of Paid Time Off (PTO) per paid hour, which may total 18 days a year. In addition, employees will also receive 10 paid holidays throughout the calendar year.

Founded in 1925, CopperPoint Insurance Companies is a leading provider of workers’ compensation and commercial insurance solutions. With an expanded Line of insurance products and a growing ten-state footprint in the western United States, CopperPoint embodies stability for policyholders in Alaska, Arizona, California, Colorado, Idaho, Nevada, New Mexico, Oregon, Utah, and Washington. CopperPoint Mutual Insurance Holding Company is the corporate parent of Arizona-based CopperPoint Insurance Companies, Alaska National Insurance Company, and other CopperPoint Insurance Entities.

CopperPoint’s culture of compassion extends to the community through employee volunteerism, corporate matching, Board service, program sponsorships, and in-kind contributions. We empower employees by providing 12 hours of paid volunteer time annually and matching their personal contributions to the charities of their choice up to $500 per year. In 2020, CopperPoint employees reported 3,500 volunteer hours.

CopperPoint offers a competitive compensation package and comprehensive benefits package including major medical, dental, and vision, and a wide range of competitive benefits programs, generous matching contributions to your 401(k) plan, generous paid time off, tuition reimbursement, and other education benefits and business casual dress. CopperPoint is an equal employment opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status, or any other characteristic protected by state, federal or local law. CopperPoint maintains a drug-free workplace.

#LI-Remote