Citizens Bilingual FNOL Agent

Job DetailsJob Location: Seattle, WA 98104Position Type: Full-Time/Part-TimeSalary Range: $15.50 - $15.50 HourlyHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the Position As a Citizens Bilingual FNOL Agent, you will be part of a team supporting Citizens policyholders on a day-to-day basis. FNOL Agents are trained on Citizens’ systems, processes, and service expectations to ensure consistent, high-quality service delivery. In this role, you will handle incoming calls from Citizens policyholders in both English and Spanish. Your primary responsibility will be to assist callers with questions, concerns, and claim-related inquiries. This includes accurately documenting information, filing First Notice of Loss (FNOL) reports, and navigating multiple systems to ensure each interaction is handled efficiently and thoroughly. Additionally, you will be expected to take full ownership of each call, serving as an advocate for the customer and working to ensure their concerns are addressed and resolved. Strong communication skills in both languages, attention to detail, and the ability to remain professional in a fast-paced environment are essential. Adherence to company policies, ethical standards, and information protection guidelines is critical at all times.   What’s Next? Candidates selected to move forward in the hiring process will be contacted via email with next-step instructions. Please continue monitoring your inbox for further updates.   Requirements Must be bilingual - Fluent in Spanish and English (must pass a fluency test)  Legally authorized to work in the United States High school diploma or equivalent required Must pass a background check Excellent verbal and written communication skills, including proper grammar, tone, articulation, and professionalism Strong listening skills with the ability to make participants feel heard, respected, and supported Ability to remain calm and composed under pressure while handling sensitive or challenging interactions with empathy Strong attention to detail with the ability to accurately document, organize, and process information efficiently Effective time management skills, with the ability to prioritize tasks, multitask, and navigate multiple systems simultaneously Demonstrated problem-solving skills and ability to think critically in a fast-paced environment Ability to work collaboratively in a team setting, including cooperation and shared problem-solving with colleagues   Required Experience Two or more years of customer service experience Call center experience   Preferred Qualifications  Knowledge of Property/ Casualty Insurance operations and common policy elements   Essential Functions In this role, you are expected to model ethical behavior at all times while carrying out your responsibilities in alignment with Citizens’ training, standards, and information protection policies. You will professionally and effectively respond to incoming calls from policyholders, addressing their questions and concerns with care and accuracy. Using multiple systems, you will follow established procedures to file a First Notices of Loss (FNOL) and provide clear, informed responses to claim-related inquiries. Throughout each interaction, you will serve as an advocate for the caller, ensuring their needs are fully understood and addressed.   Answers incoming calls from customers reporting a loss  Guide the caller through the start of the claims process Collect and document detailed information about the incident Input data into insurance systems and create the claim file Provide support and reassurance during stressful situations Make occasional outbound calls   Training (please convert all times to reflect in your time zone) *All dates and times are tentative and are subject to change* Orientation: Tuesday June 23, 2026  Time: 12:00 pm EST (1 hour session)  Training: Wednesday June 24, 2026  Time: 9:00 am EST to 5:00 pm EST (7 hour session) All training is paid (orientation and training)    Pay Rate $15.50 per hour (as a bilingual agent in our bilingual queue) This is an W2 employee position Biweekly pay via direct deposit   Shifts Client hours of operation: 24 hours per day, 7 days per week, 365 day per year Shift Selection Concentration Shift selection availability is primarily concentrated between 9:00 AM and 5:00 PM EST, with availability during nights and weekends Shift selections are in 1 hour increments  Agents must work a minimum of 25 hours per week and may work up to 40 hours per week   Technical Requirements Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU). Operating system – Windows 11 we no longer support Windows 10. Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software. At least 25 Mbps Download Speed At least 3 Mbps Upload Speed = 200ms Latency = 50ms Jitter = 1% Packet Loss 4+ CPU Cores US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET. High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet. USB wired headset with noise-canceling microphone A second monitor is not required, but strongly recommended Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Notebooks, Chromebook, and Android systems are NOT compatible with any of our client’s software. *If you are selected, your offer is contingent upon successfully completing and passing a background check. *There are NEVER any fees associated with applying or working for Direct Interactions. WE ARE NOT HIRING IN CALIFORNIA, WASHINGTON, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME Qualifications