We are currently recruiting for an experienced Bilingual Customer Care Analyst.
Essential Functions:
- Demonstrate excellent verbal and written communication skills in both English and Spanish.
- Deliver outstanding customer service to members and healthcare providers
- Respond to inquiries related to employee and dependent health benefits, including Medical, Dental, Vision, Short-Term Disability, Life Insurance, and AD&D.
- Effectively manage a high-volume call environment, handling approximately 75 calls per day.
- Utilize strong computer skills to research and resolve complex customer issues promptly and accurately.
- Actively listen and ask clarifying questions to fully understand and address customer concerns.
- Collaborate with internal departments to ensure timely and accurate resolution of service issues.
- Guide members in navigating the FCE website and accessing available resources.
- Maintain strong documentation and case notes in accordance with company policies.
- Build and maintain positive relationships with team members and customers to foster a collaborative environment.
- Consistently meet or exceed established performance metrics, including efficiency, call quality, and customer satisfaction.
- Adhere to work schedule with reliable attendance and punctuality.
- Maintain excellent attendance and punctuality as a critical requirement for success in this role.
Qualifications:
- High school diploma or equivalent required; bachelor's degree preferred.
- Bilingual (English/Spanish) required.
- 2+ years of experience in a call center or customer service environment, preferably in healthcare or employee benefits.
- Strong interpersonal and problem-solving skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced setting.
Benefits Offered:
We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefit packages, and outstanding advancement opportunities. For this reason, we offer a comprehensive benefits plan including the following:
Competitive overall compensation package
Career enhancement and growth opportunities
401(k) match up to 50% contribution
Medical, dental, and vision coverage
Life/AD&D insurance
Accident/critical illness insurance
FSA and HSA accounts
Competitive paid time off
Professional development/tuition funds
Continuing education and career certification
Employee engagement activities
Service recognition compensation
Work/life resources