Employment Type

: Full-Time


: Retail

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Customer Service Representative-Cantonese
• The Bilingual Customer Service Representative is responsible for delivering a positive application experience for prospective policyholders of CLIENT.
• The Bilingual Call Center Representative places outbound calls to and services inbound calls from policy applicants to collect and compile key data points that support the policy underwriting process.
• Primary Responsibilities: Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process.
• Conduct interviews fluently in Cantonese and English.
• Use various systems to: access the applicants'' phone number to dial calls; manage and update the call disposition; and conduct the interview.
• Assist underwriters during the underwriting process by conducting follow up calls with applicants for additional information.
• Access databases and website (e.g., medical dictionaries, underwriting references, medication and/or physician look ups) at point of call.
• Trigger alerts to the Agent, General Office staff and/or Underwriter when necessary.
• Handle status inquiries from applicants, Agents, General Office personnel and underwriters.
• Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts.
• Research special cases and disposition them appropriately.
• Operate with a continuous improvement mindset, providing feedback and suggestions to improve the telephone interview application process to immediate manager.

• 1 to 5 years’ experience in a customer service environment (highly preferred) Must be fluent in English and Cantonese (Verbal & Written) Excellent written, verbal and interpersonal skills required Background in medical terminology and/or life insurance underwriting (preferred but not required) Demonstrated passion for continuous improvement and service excellence Strong computer skills highly preferred

Training & Development:
• Bilingual Customer Service Representative will undergo a comprehensive on the job training environment to learn about the insurance industry, product and policy provisions and transaction processing.
• Coaching and feedback is provided to help you gain the necessary skills to be successful.

• Highest degree earned unless others are applicable

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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