Trilingual Customer Service Representative
About the job
- Trilingual verbal and/or written proficiency in Portuguese, Spanish, and English is required.
- Excellent customer service skills.
- Advanced keyboard skills.
- Strong math skills.
- Strong analytical skills.
- Advanced communication skills.
- Strong business writing skills.
- Advanced interpersonal skills.
- Advanced coordination and collaboration skills.
- Professional attire and demeanor.
- Strong knowledge of IRS Code Section 125 rules and regulations.
- Knowledge of qualified retirement accounts.
- Strong knowledge of Windows-based software.
- Ability to work in a high-volume, fast-paced production environment.
- Ability to produce prompt and accurate work.
- Ability to adapt to change and demonstrated openness to change.
- Leadership ability, including the ability to multitask and achieve stated goals.
- Provide moderate to complex service to internal and external customers, including employer groups, account managers, brokers, employee or participant customers, and individual policyholders, using verbal and written communication skills.
- Resolve moderate to complex customer inquiries and complete customer service requests with attention to detail, accuracy, and timely handling in accordance with business-unit operating practices, administrative procedures, and applicable regulatory and insurance laws.
- Handle moderate to complex work assignments independently with minimal guidance and determine the accurate application of existing processes and procedures.
- Use experience and expertise in specific processing areas to complete assigned tasks within established turnaround times, while securely handling customer data and meeting customer needs effectively and on time.
- Use trilingual skills verbally and/or in writing at least 50 percent of the time.
- Accurately and concisely document customer inquiries, including escalated inquiries, and actions taken in the appropriate system.
- Provide guidance to less experienced colleagues and serve as a resource in areas of expertise, including for account managers, consultants, and brokers.
- Step in to provide leadership and accurate information while maintaining a positive attitude centered on mutual respect for colleagues and customers.
- Attend training and serve as a team member on LEAN teams and special project teams when requested.
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
Get referred to American Fidelity
See people who can refer or advise you
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.
Help us improve and share your feedback! Did you find this helpful?
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