Bilingual Customer Care Specialist

Summary

Join Instant Teams as a full-time Bilingual (Spanish) Customer Care Advocate! This remote position offers the opportunity to process routine and complex inquiries, providing high-quality service to internal and external customers. You will handle insurance-related questions via phone calls, focusing on group life, disability, and absence claims. The role involves interacting with internal and external partners, meeting established quality objectives, and preparing various documents. Successful candidates will resolve inquiries, escalate issues as needed, and adhere to company policies. Equipment is provided, and the position is 100% remote.

Requirements

• Bilingual (English/Spanish)
• Proficiency with Windows-based software applications and MS Office Suite products including Excel, PowerPoint, and Word
• 6 or more months of contact center or customer service experience or an equivalent combination of education and experience
• Detail-oriented with the ability to mentally and tactically handle or resolve issues
• Data Entry

Responsibilities

• Process routine and complex inquiries to provide high-quality service to internal and external customers
• Provide quality service and support while fielding insurance-related questions via inbound phone calls
• Handles inquiries involving group life, disability, and absence including claims, medical underwriting, and continuation of coverage
• Handles first notices of loss for group life, disability, and absence claims via telephone and non-phone channels of work
• Interacts with internal/external business partners, including insureds and claimants
• Meets established departmental quality, service, phone metric, and productivity objectives
• Prepares documents, communications, and other materials using established formats and standard software
• Resolves standard and complex inquiries and problems, escalating as needed
• Follows procedures to ensure adherence to the company's risk and compliance policies
• Provides feedback and recommendations to the team to improve the quality of customer care
• Performing other duties as assigned

Preferred Qualifications

Ability to operate and navigate multiple operating systems while speaking, actively listening, and processing what is being discussed

Benefits

• Equipment Provided
• Employee Assistance Program
• PerkSpot
• Paid Time Off
• Long-Term Disability