Field Secretary II
americanfidelity
Full time
View & Apply →Customer Service Complex Bilingual Representative
americanfidelity· AFA American Fidelity Assurance Company
About this role
- Provides complex policy maintenance, customer phone and email responses, and policy conservation to internal and external Customers, including policy owners and agents. Excellent verbal and written communication skills utilized in English and/or Spanish at least 50 percent of the time. Resolves the most complex Customer inquiries and completes the most complex Customer service processes/requests independently, with specific attention to detail, accuracy and timely handling in accordance with the established Bermuda KYC, AML & ATF regulations and procedures. Consults with Compliance about suspected AML/ATF issues; and with SIU regarding suspected fraud.
- Liasions with Agents & policy owners to create complex reprojections based on specific policy coverage changes, and loan or partial surrender requests. Processes the most ocmplex policy processes, such as conversions from Term to UL/IUL products, premium allocation and fund transfers on IUL products, and ownership changes according to established procedures. Handles payment due diligence in accordance with PCI and AML/ATF procedures, which includes credit cards, checks, & wires. Partners with Underwriting Department to review payors.
Takes appropriate action to handle escalated Customer situations to ensure the Customer and/or Agent is served in a manner which meets or exceeds their expectations. Exhibits expertise in a variety of work processes and procedures developed through a combination of job-related training, and considerable on the job experience. Anticipates patterns with regards to Customer service and Colleague processes.
Technical Skills & Requirements
Excellent Customer Service Skills
Excellent math skills
Excellent analytical skills
Advanced communication skills
Excellent writing skills
Advanced interpersonal skills
Advanced coordination and collaboration skills
Exceptional professional attire and demeanor
Strong knowledge of Universal Life products
Proven ability to work in a high volume, quick paced production environment
Known and demonstrated ability to be prompt and accurate with work product
Proven ability to change and demonstrated openness to change
Strong leadership skills
Proven ability to multi-task and achieve stated goals
Require proven bilingual skills; Spanish & English (verbal and/or written communications)
Education & Certifications
- High School Degree or General Education Degree (GED)
- 3 years up to 5 years
- 3 years customer service experience required. Associate Degree acceptable in lieu of experience
#AFC
Frequently Asked Questions
Is the salary disclosed for the Customer Service Complex Bilingual Representative position at americanfidelity?
The salary for this Customer Service Complex Bilingual Representative role at americanfidelity is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Service Complex Bilingual Representative position at americanfidelity located?
This Customer Service Complex Bilingual Representative role at americanfidelity is based in Oklahoma City, Oklahoma. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Service Complex Bilingual Representative role at americanfidelity full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Service Complex Bilingual Representative role in the AFA American Fidelity Assurance Company department at americanfidelity.
Which team or department does the Customer Service Complex Bilingual Representative at americanfidelity belong to?
This Customer Service Complex Bilingual Representative position is part of the AFA American Fidelity Assurance Company department at americanfidelity. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service Complex Bilingual Representative position at americanfidelity?
Click the "Apply Now" button on this page. You will be redirected to americanfidelity's official application portal hosted on workday where you can submit your application directly.
When was the Customer Service Complex Bilingual Representative job at americanfidelity posted?
This Customer Service Complex Bilingual Representative position at americanfidelity was posted on Jul 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service Complex Bilingual Representative
americanfidelity
You'll be redirected to americanfidelity's official application page on Workday.