Job Description Insurance Made Simple, Impact Amplified Building bridges between innovation and trust, our client has redefined the insurance journey.
By integrating solutions into home and auto ownership, they partner with over 40 top carriers to simplify protection.
Their culture celebrates quality, transparency, and growth, offering employees a chance to thrive in an environment where innovation leads the way and every contribution drives meaningful impact.
Job Description As a Customer Technical Support , you'll play a key role in maintaining and boosting policyholder retention by delivering exceptional service via phone, email, and chat.
You'll assist clients with their insurance needs while collaborating with licensed agents, external partners, and carriers to provide tailored solutions and ensure a seamless customer experience.
Job Overview Employment type: Indefinite Term Contract Shift: 9:00 AM to 6:00 PM EST (Weekends Off) Work setup: Onsite, Bogotá and Medellin Your Daily Tasks Delivering expert service and guidance to clients via phone, email, chat, and text.
Ensuring the accurate delivery of documents to clients, carriers, or third parties based on specific situations.
Completing tasks with detailed and organized notes within established processes.
Meeting team goals for productivity, quality, customer satisfaction, and policy retention.
Managing tickets and data entry within CRM and carrier portals.
Handling inbound and outbound calls, texts, and chats for CSR-designated inquiries.
Addressing and resolving high-complexity case scenarios for incoming calls.
Managing outbound calls to insurance carriers, partners, or Matic customers for follow-ups.
Requirements The Qualifications We Seek A minimum of 3 years' experience in customer service or as an over-the-phone advocate in a high-volume service environment.
Experience working in a BPO setting with US-based organizations .
Proficiency in English communication skills (C1 level) , both verbal and written; competencies are assessed during the evaluation process.
Strong ability to understand customers' situations and offer resolution options.
Proven multitasking skills, demonstrated by listening and responding to customers while using a computer for research and data entry.
Tenacity and persuasiveness in advocating for the right solutions.
Self-motivated, eager to learn, with problem-solving skills and adaptability to change.
Benefits Exciting Perks Await!
5 days work week Weekends off Prime Office Locations - Bogotá and Medellin 20 vacation days in total Prepaid medicine Fully-customized Emapta laptop and peripherals Indefinite term type contract Direct exposure to our clients Career growth opportunities Diverse and supportive work environment Unlimited upskilling through Emapta Academy courses (Want to know more?
Visit https://bit.ly/EmaptaTrainingCalendar ) Your Future Team at Emapta Latam Join Emapta Latam and be part of a legacy that's transforming global outsourcing.
Since 2010, Emapta has empowered businesses with tailored teams and seamless integration.
With world-class facilities, competitive benefits, and a commitment to growth, Emapta fosters an environment where your career can thrive.
With over 800 clients and a team of 9,300 professionals, you'll be joining a network that values your contributions.
#EmaptaExperience #EmaptaEra Requirements The Qualifications We Seek A minimum of 3 years' experience in customer service or as an over-the-phone advocate in a high-volume service environment.
Experience working in a BPO setting with US-based organizations.
Proficiency in English communication skills (C1 level), both verbal and written; competencies are assessed during the evaluation process.
Strong ability to understand customers' situations and offer resolution options.
Proven multitasking skills, demonstrated by listening and responding to customers while using a computer for research and data entry.
Tenacity and persuasiveness in advocating for the right solutions.
Self-motivated, eager to learn, with problem-solving skills and adaptability to change.