FBS - Bilingual Customer Care Agent (Contact Center)

As a Customer Care Agent professional, you'll play an important role in supporting agents throughout the submission and service process. You'll serve as a key point of contact, providing timely communication, coordinating follow-ups, gathering information, and ensuring requests move efficiently through established workflows.

This is a unique opportunity to join a growing team from the ground up, contribute to meaningful work, and build a long-term career in a dynamic, collaborative, and supportive environment.

Schedule: Must be available to work a flexible schedule, including weekends. This is a 5-day workweek with 2 days off, with shifts scheduled within business operating hours.

Responsibilities:

• Serve as a key point of contact for agents, providing updates, gathering information, and coordinating next steps.
• Manage follow-ups, documentation, and submissions to keep requests moving efficiently.
• Execute high-volume workflows using established processes, while maintaining accuracy and service quality.
• Maintain accurate records and activity updates in CRM and workflow systems.
• Partner with internal teams such as Underwriting, Claims, and Policy Support to coordinate requests and resolve issues.
• Handle agent inquiries professionally, escalating matters that require specialized or licensed expertise.

Requirements:

• 1–3 years of experience in Customer Service, Call Center, Operations, or a related field.
• Strong English communication skills, both written and verbal.
• Experience working in a high-volume, process-driven environment; insurance or other regulated industries is a plus.
• Comfortable using CRM systems, workflow tools, and other business applications.
• Strong organization, attention to detail, and ability to manage multiple priorities.
• Customer-focused, proactive, and comfortable following established processes while knowing when to escalate.

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development