Remote Bilingual Spanish/English Speaking Customer Service Representative

Overview

The Remote Bilingual Spanish/English Speaking Customer Service Representative will provide first-line support to clients' employees regarding their benefit programs.

In Short

• Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs.
• Support members in filing claims, setting up direct deposits, and issuing new vendor cards.
• Update and maintain member demographic information across internal and external systems.
• Capture and advise on the plan elections, aiding employees in understanding and utilizing their benefits fully.
• Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members.
• Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries.
• Manage a high volume of calls, employing de-escalation tactics and striving for first-call resolution.
• Maintain detailed call logs to ensure thorough follow-up and resolution of member inquiries.
• Participate in outreach campaigns, fostering strong relationships with our clients and their employees.
• Collaborate with a team of account specialists and managers to monitor and address pending eligibility issues.

Requirements

• Exceptional communication skills, with the ability to clearly and empathetically assist callers.
• Basic understanding of employee benefits, insurance terminology, and related products/services.
• Proficiency with computer systems, including CRM platforms, Microsoft Office Suite, and the ability to learn new software quickly.
• Experience with office equipment and technologies (fax, copier, postage machines).
• Capability to manage high call volumes, especially during peak times, while maintaining a positive and professional demeanor.
• A team player who thrives in collaborative environments but can also work independently.

Benefits

• Competitive salary + benefits
• Opportunities for professional growth and development within a supportive and dynamic team.
• A culture that values work-life balance, with flexible working arrangements to accommodate office and remote work preferences.
• Engagement in meaningful work that directly impacts the well-being and satisfaction of our clients and their employees.