Nationwide Vietnamese Language Services Interpreter in San Antonio, Texas
ADDENDUM: Successful candidates must be fluent English and Vietnamese speakers. No prior contact center or customer service experience is required, but is strongly preferred.
JOB SUMMARY: Enables cross-cultural communication by converting one language into another. Must thoroughly understand the subject matter in which they work so that they can convert the source language to the target language, while remaining sensitive to the cultural subtleties associated with the respective language(s) of expertise. This position is not eligible for a bilingual premium as that incentive has been built into the base salary. RELATIONSHIP: Position Reports to Supervisor or ManagerJOB RESPONSIBILITIES:1. Provides person to person communication by assisting in the development of a clear and concise dialogue between the customer and person(s) needing interpretation by carefully paying attention to what is being communicated in both languages; expresses the thoughts and ideas of others clearly and concisely.2. Provides consecutive interpretation after each speaker has verbalized a group of words or sentences.3. Maintains notes while listening to speakers, using an electronic based documentation system to verify and track what is being interpreted. Creates and maintains information screens and may input data into other personal computer-based software as required.4. Maintains a calm demeanor and bridges cultural gaps by remaining objective and affording both parties the conversational courtesies that are common to both cultures.5. Provides language alternatives to the person serving as the source regarding the phrasing of certain requests in an effort to accurately convey a point.6. Serves as an interpreter for various Nationwide entities including but not limited to Claims, Trial Division, NW Sales Solutions, Policy Services, Customer Relations, Agencies, NW Financial, Retirement Solutions, THI, Allied, Scottsdale, Farmland, and Marketing.7. Provides written translation of various documents from the source language to the target language.8. Performs other duties as assigned.JOB REQUIREMENTS:Education: Undergraduate studies preferred.Experience: Customer Service Representative experience and successful completion of formal and on-the-job training.Knowledge: Extensive and broad knowledge of the organization and a proven record of performance.Skills: Must possess strong research and analytical skills, mental dexterity, and an exceptional memory. Proficient in at least two languages. Outstanding oral and written communication skills needed to effectively communicate technical insurance/financial information to customers/policyholders, functional areas, agents, team members, management and others. Possesses excellent business acumen and interpersonal skills.Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.Staffing Exceptions to the above minimum job requirements must be approved by: VP and HR ExecutiveJOB CONDITIONS:Overtime Eligibility: Non-exempt (Eligible)Working Conditions: Contact center environment; possible 24/7/365 hours of operation. Extended periods of sitting/using personal computer and phone. Overtime and/or non-standard hours based on work volume.ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.Job Evaluation Activity: Evaluated September 2007 AVJob Family/Function: CUS/PCC