[Remote] Bilingual Benefits Customer Service Representative – Seasonal Colleague

Note: The job is a remote job and is open to candidates in USA. WTW is a global company providing data-driven solutions in people, risk, and capital. They are seeking a Seasonal Bilingual Benefits Customer Service Representative to assist Spanish and English clients with their health care and pension plan enrollment and updates, ensuring a high level of service in a remote work environment.

Responsibilities

• Quickly build rapport and respond to Spanish speaking customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
• Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
• Safeguard confidential information (e.g., medical, health, financial, personal, etc.) with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in English in a professional manner
• Regularly participate in team meetings and training
• Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner
• You will spend the majority of your time assisting customers
• Perform other duties as assigned

Skills

• Excellent Spanish language skills
• Move seamlessly between Spanish and English calls and translate calls into grammatically correct English call notes
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
• Ability to work in a structured environment – adhere to posted work schedule
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment
• Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• Experience working in a customer service environment
• High School degree required
• Associate or Bachelor's degree nice to have
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment

Benefits

• WTW 401(k) Savings Plan
• Employee Assistance Program (EAP)
• Commuter Accounts program

Company Overview

Company H1B Sponsorship