Bilingual Inbound Contact Rep

Become a part of our caring community   The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments. The Bilingual Inbound Contacts Representative serves as a primary point of contact for customers, providing support through phone, digital, and written channels in both English and Spanish. This role handles a variety of customer inquiries, resolves issues, and delivers accurate information while ensuring a positive customer experience. The position performs moderately complex customer service, administrative, and operational support activities, manages semi-routine assignments with minimal guidance, and exercises sound judgment to support quality service and customer satisfaction. As a Bilingual Inbound Contacts Representative , you will: Respond to customer inquiries, including benefits-related questions, issue resolution, and member education. Provide professional customer support in both English and Spanish to help customers understand benefits, programs, and available resources. Accurately document customer interactions, inquiries, concerns, and transactions, ensuring timely follow-up and resolution. Escalate unresolved issues to the appropriate team when needed. Apply established policies, procedures, and best practices to resolve customer needs efficiently. Use strong problem-solving and decision-making skills to deliver high-quality service. Manage workload and priorities effectively while working with minimal supervision. Exercise sound judgment and make informed decisions within established guidelines to support customer satisfaction and business objectives. Use your skills to make an impact   Required Qualifications Minimum of 3 years of customer service experience in a professional environment. Bilingual proficiency in English and Spanish, with the ability to communicate effectively both verbally and in writing. Strong customer service and problem-solving skills, with a commitment to delivering a positive customer experience. Ability to explain information clearly and effectively to diverse customer populations. Strong attention to detail and accuracy when documenting information and completing tasks. Proficiency using computers and navigating multiple applications simultaneously. Ability to manage multiple priorities in a fast-paced environment. Passion for contributing to an organization focused on improving consumer and member experiences.

Experience in a contact center, customer support, member services, or a related customer-facing role. Experience supporting healthcare, insurance, benefits, or other regulated industries. Experience handling complex customer inquiries and issue resolution. Experience providing customer support in both English and Spanish. Post-secondary education, professional training, certifications, or an equivalent combination of education and experience. Hours: Shift will fall between the hours of 8am- 11pm EST (Monday-Friday) Additional Information This role may require regular interaction with customers who prefer to communicate in Spanish and English. Candidates selected for this role may be required to successfully complete a language proficiency assessment to validate their ability to communicate effectively in both English and Spanish, including speaking, reading, comprehension, and written communication skills. Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the