Client History Interviewer - Bilingual Spanish Speaking and 100% Remote

Genesis10 is currently seeking a Client History Interviewer with bilingual skills for a contract lasting through June 2025 working remotely with an insurance company in Milwaukee, WI. *This is a remote position.*

Spanish bilingual skills are required.

Compensation: $17.00/hour

Responsibilities:

Fluent in Spanish Responsible for conducting client history telephone interviews by interview type and can handle moderately complex calls with guidance.

Escalates most complex calls and refers requests by underwriters and/or field office staff to a higher level position.

Provides service to specific customer groups. Interacts with proposed insureds accordingly by determining appropriate follow-up questions to ask and how much to probe based on information provided and clients' demeanor.

Reinforces confidentiality of the information provided by explaining Company procedures and the reason for the process while persuading clients to continue with the interview.

Negotiates with proposed insureds' alternative calling times as needed.

Adheres to performance expectations.

Contributes to service level goals.

Provides relationship-based service while favorably representing client, adapting communication style and approach for specific client and situation. Practices attentive and active listening to efficiently, accurately, and completely document clients' responses to interview questions.

Communicates in a professional and confident manner using tact and diplomacy while being pleasant and courteous.

Speaks at a reasonable pace, being clear and concise, pronouncing words clearly and avoiding jargon.

Adheres to quality performance expectations.

Reviews and edits completed interviews in a timely manner ensuring that information received from proposed insureds is completely and accurately documented.

Researches uncertainties using on-line medical manuals and other on-line resource materials to ensure accurate documentation.

Refers complex questions to a higher level position.

Processes work expediently and efficiently so that completed interviews are forwarded to the assigned underwriter without delay, thus contributing to cycle time goals.

Follows outlined procedures to complete cases involving associated cases, partially completed interviews, non-recorded calls and outbound calling.

Uses various systems to research and obtain information such as policy numbers, financial reps, and underwriters.

Uses the CHI system to update cases, providing detailed and accurate documentation regarding call activity.

Keeps financial reps and underwriters informed via linkgrams and/or Workbench documentation.

Adheres to Front End Processing, Completions and Outbound Calling performance expectations.

Manages a daily phone schedule logging in and out of the phone system according to designated start and stop times.

Follows guidelines for proper use of Not Ready, Make Busy, warm transfers and Return to Queue calls.

Follows guidelines for handling calls waiting in the queue and requests by clients for a callback.

Adheres to adherence performance expectations.

Shares and seeks out information from other team members.

Contributes to the achievement of team goals.

Keeps leadership team informed.

Contributes to a positive and innovative work environment while supporting other efforts within the Enterprise operations. May participate in cross divisional projects and/or process improvement opportunities.

Qualifications (Minimum):

Associate degree in business or related field or equivalent combination of education and experience.
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Mininum of 3 years related work experience to include at least 2 years of previous customer service experience.

Proficient in written and verbal communication.

Solid customer service skills.

Proven ability to apply judgment and discretion while exercising confidentiality.

Ability to work independently, take ownership, and accept responsibility.

Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

Knowledge of medical terminology preferred.

Successful completion of any required testing.

Must Have:

Exceptional customer services, skills, tech savvy.

Nice To Have:

Medical terminology background, Call Center Experience.

If you have the described qualifications and are interested in this exciting opportunity, apply today!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.

• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.

• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)

• Behavioral Health Platform

• Medical, Dental, Vision

• Health Savings Account

• Voluntary Hospital Indemnity (Critical Illness & Accident)

• Voluntary Term Life Insurance

• 401K

• Sick Pay (for applicable states/municipalities)

• Commuter Benefits (Dallas, NYC, SF)

• Remote opportunities available

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.