Bilingual Customer Service Representative - Complex
About the job
- Bilingual Spanish and English skills are required, with verbal and written communication in English and/or Spanish used at least 50 percent of the time.
- The required education is a high school degree or General Education Degree (GED). Three years of customer service experience is required; an Associate Degree is acceptable in lieu of that experience.
- Excellent customer service skills, math skills, analytical skills, advanced communication skills, excellent writing skills, advanced interpersonal skills, and advanced coordination and collaboration skills are required.
- Knowledge of Universal Life products is required.
- The role requires the ability to work in a high-volume, fast-paced production environment, produce prompt and accurate work, adapt to change, multitask, and achieve stated goals.
- Professional attire and demeanor are required.
- Provide complex policy maintenance, respond to customer phone and email inquiries, and perform policy conservation for internal and external customers, including policy owners and agents.
- Resolve the most complex customer inquiries and independently complete complex customer service processes and requests with attention to detail, accuracy, and timely handling in accordance with established Bermuda KYC, AML, and ATF regulations and procedures.
- Consult Compliance about suspected AML/ATF issues and SIU regarding suspected fraud.
- Liaise with agents and policy owners to create complex reprojections based on policy coverage changes and loan or partial surrender requests.
- Process complex policy requests, including conversions from Term to UL/IUL products, premium allocation and fund transfers on IUL products, and ownership changes according to established procedures.
- Handle payment due diligence in accordance with PCI and AML/ATF procedures for credit cards, checks, and wires; partner with Underwriting to review payors.
- Take appropriate action on escalated customer situations to ensure customers and/or agents are served in a manner that meets or exceeds their expectations.
- Apply expertise in work processes and procedures developed through job-related training and considerable on-the-job experience, and anticipate patterns in customer service and colleague processes.
About the company
American Fidelity provides benefits strategies for employers to help them design and manage employee benefits. They serve sectors such as education, public sector, automotive, and healthcare, and offer products including supplemental insurance, reimbursement accounts and administration, stop-loss insurance for self-funded plans, Section 125 plan administration, online benefits enrollment software, and ACA consulting. The company works by tailoring benefits packages to each employer’s needs—administering plans, handling compliance, and offering enrollment tools to make benefits easier for workers. Unlike competitors that push one-size-fits-all packages, American Fidelity emphasizes industry-specific guidance and customized recommendations. The goal is to help employers choose and manage benefits that support both their organizations and their employees while ensuring compliance and cost effectiveness.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Oklahoma City, Oklahoma
Founded
1960
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Simplify's Take
What believers are saying
- 2025 premium growth rose 6%, showing demand for supplemental benefits stayed healthy.
- Investment income grew 9% in 2025, helped by favorable reinvestment rates and portfolio changes.
- Liquidity reached $1.5 billion with $384 million operating cash flow, funding product and service upgrades.
What critics are saying
- A $64 million long-duration accounting change hit 2025 earnings, masking operating momentum.
- Heavy exposure to education and public-sector employers concentrates renewal risk and budget-cycle pressure.
- Bigger benefit platforms, including Fidelity and carriers like Unum, can outspend American Fidelity on distribution.
What makes American Fidelity unique
- American Fidelity keeps an A+ AM Best rating since 1982, signaling balance-sheet durability.
- It serves education, public sector, automotive, manufacturing, and healthcare employers with bundled benefits support.
- Its 2025 modernization improved platforms, processes, and customer interactions across enrollment and administration.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Health Savings Account/Flexible Spending Account
- Paid Vacation
- Paid Sick Leave
- Paid Holidays
- Hybrid Work Options
- Remote Work Options
- Phone/Internet Stipend