Bilingual Customer Service Specialist- Asset Protection Division

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

In the Bilingual Customer Service Specialist role, you’ll play a key part in creating positive experiences—primarily supporting our Spanish-speaking customers, but not exclusively. You’ll resolve inquiries, solve problems, and ensure satisfaction, mostly through phone interactions related to our Asset Protection Division's products. We’re looking for tech-savvy multitaskers who take initiative, communicate with empathy, and are driven to make every customer interaction count.

Candidates must be available to be scheduled for eight-hour shifts between 7a-7p CT Monday-Friday and two Saturdays per quarter (8a-4:30pm CT).

• Assist customers through various communication channels, including phone and email ensuring a consistent and positive experience.
• Efficiently handle customer inquiries and resolve issues in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

• Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Empathetic listening skills, good judgment, and critical thinking to determine when issues should be escalated.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

• Fluency (verbal and written) in English and Spanish is required.
• 1 year of customer-facing experience required.
• 1 year in an inbound call center or similar environment is strongly preferred.
• Experience using various modern computer systems, software applications, and communication tools.
• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
• High school diploma or equivalent; some college education preferred.

• The targeted start dates for this role are September 29th, 2025 and October 13th, 2025.
• Candidates must be available to be scheduled for eight-hour shifts between 7a-7p CT Monday-Friday and two Saturdays per quarter (8a-4:30pm CT).

Protective Asset Protection has been providing finance and insurance (F&I) solutions for the automotive industry for more than 60 years. We proudly serve thousands of dealerships and financial institutions in the automotive, marine, powersports and recreation vehicle industries throughout the U.S. providing innovative vehicle protection products, wealth-building programs, training and technology. Our portfolio of vehicle protection plans, GAP coverage, limited warranties and ancillary products provide opportunities to generate revenue with products that help drive customer retention and satisfaction. Protective Asset Protection is part of the financial services holding company, Protective Life Corporation. For more information about Protective Asset Protection visit www.ProtectiveAssetProtection.com.

Employee Benefits:  

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.