Bilingual Contact Center Representative, Insurance Support
Overview
You will be the primary voice for PHP Agency, a national financial services organization with 27,000+ licensed agents across 49 states and Puerto Rico, supporting high-volume inbound and outbound calls, emails, chats, and transfers. Your team sits in the iconic Fountain Place tower in Downtown Dallas, with paid parking and subsidized DART rail access. You will resolve insurance-related inquiries, navigate carrier websites, and collaborate with New Business, Commissions, and Annuities teams. This role offers exposure to insurance operations and a clear path to growth within the Integrity family.
What You'll Do8
- 1Respond to agent and customer inquiries across phone, email, chat, and transfer channels with accuracy and care.
- 2Resolve account inquiries, website navigation issues, and product questions using active listening and sound judgment.
- 3Document every interaction in CRM systems while updating customer and account details.
- 4Navigate carrier portals and internal tools to troubleshoot and resolve issues in real time.
- 5Communicate policy changes and company updates clearly to agents and customers.
- 6Collaborate with New Business, Commissions, and Annuities teams to deliver seamless support.
- 7Support training and onboarding for new hires during your first 90 days.
- 8Own first-call resolution and follow-through on complex cases.
Requirements8
- 1Bilingual fluency in English and Spanish.
- 21-2 years in a call center or multi-line phone environment.
- 3Exceptional verbal and written communication skills.
- 4Proven ability to build trust and rapport with diverse callers.
- 5Strong problem-solving and research skills using multiple systems.
- 6Comfort with learning new technologies and software.
- 7Experience in customer service or insurance preferred.
- 8High school diploma or equivalent.
Salary Insight
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