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Responsible for facilitating translation services between employees and Spanish speaking customers. Performs various tasks such as interpreting, translating and transcribing for employees who do not share a common language with our customers. Supplementary duties will include obtaining loss reports from agents, insureds and claimants, entering information into the First Notice of Loss systems, and assisting with existing claims inquiries.
Essential Job Functions
Interpreting services Assists Claims Contact Center employees in communicating via telephone with Spanish speaking customers through thorough, transparent and efficient interpretation and translation between languages. Assists with calls for all lines of business. May assist Claims e mployees/departments with the translation of documents, letters and/or voicemails, and with transcribing documents between English and Spanish. First Notice of Loss processing Takes First Notice of Loss calls for new Property claims. Obtains loss reports from agents, insureds and claimants and enters information into the First Notice of Loss systems. Advises claimant/insured of claims process. May arrange for initial service provider contact with customer. Assists customers with existing claim inquiries. Achieves and maintains telephone service level goals while providing excellent customer service. Ensures all customer communication/contact is clearly documented. May take calls in either English or Spanish. Performs other duties as assigned.
High School diploma or equivalent required
1 year customer service experience required. Translation experience preferred.
Special Skill Requirement
Must be fluent in English & Spanish and have the ability to transition between languages proficiently, as evidenced through the results of a Berlitz test or equivalent language testing methodology Strong listening, speaking and writing skills Awareness and sensitivity to cultural differences due to varying language dialects in terms of vocabulary and other translation elements Strong interpersonal skills & concentration skills Strong critical thinking, multi-tasking, decision making, and customer service skills
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
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