[Remote] Citizens Bilingual FNOL Customer Service Agent
Note: The job is a remote job and is open to candidates in USA. Direct Interactions is headquartered in Seattle and runs contact centers across the country with a commitment to social responsibility. They are seeking a Citizens Bilingual FNOL Customer Service Agent to assist policyholders in both English and Spanish, handling inquiries and filing First Notice of Loss reports.
Responsibilities
- Answers incoming calls from customers reporting a loss
- Guide the caller through the start of the claims process
- Collect and document detailed information about the incident
- Input data into insurance systems and create the claim file
- Provide support and reassurance during stressful situations
- Make occasional outbound calls
Skills
- Must be bilingual - Fluent in Spanish and English (must pass a fluency test)
- Legally authorized to work in the United States
- High school diploma or equivalent required
- Must pass a background check
- Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism
- Strong listening skills with the ability to make participants feel heard, respected, and supported
- Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy
- Strong attention to detail with the ability to accurately document, organize, and process information efficiently
- Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously
- Demonstrated problem-solving skills and ability to think critically in a fast-paced environment
- Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues
- Two or more years of customer service experience
- Call center experience
- Knowledge of Property/ Casualty Insurance operations and common policy elements
Benefits
- Work-from-home opportunities
- Flexible scheduling
- All training is paid (orientation and training)
- This is an W2 employee position
- Biweekly pay via direct deposit
Company Overview