Spanish -Process associate

Cross Country Infotech; Pune District; In loco; INR 380.000 - 520.000; Tempo pieno

Descrizione del lavoro

Cross Country Infotech is seeking a Customer Service Support Associate to provide bilingual (Spanish/English) support to caregivers on timekeeping exceptions, missed punches, attendance discrepancies, and payroll inquiries. You will collaborate with Operations, Scheduling, and Branch teams to investigate issues and resolve them within SLAs.

The role requires fluent Spanish and English, strong communication and data accuracy, and experience with CRM and payroll systems.

Competenze

• Fluent in Spanish and English (written and verbal).
• Bachelor's degree or equivalent required.
• Experience with CRM systems, payroll apps is preferred.
• Healthcare staffing or payroll support exposure is a plus.

Mansioni

• Respond to caregiver inquiries related to missed punches and timekeeping discrepancies.
• Investigate clock-in/clock-out discrepancies using designated systems.
• Document cases, resolutions, and follow-up actions clearly.
• Escalate unresolved issues within SLA timelines.
• Provide timely updates to caregivers on status of inquiries.
• Educate caregivers on proper timekeeping procedures and attendance requirements.

Conoscenze

Spanish fluency

English proficiency

Customer service

Data accuracy

MS Office

CRM systems

Payroll applications

Communication skills

Multitasking

Formazione

Bachelor's degree or equivalent

Strumenti

CRM systems

Payroll applications

Microsoft Office Suite

Descrizione del lavoro

Basic Purpose

The Customer Service Support Associate Spanish (Missed Punches) is responsible for providing bilingual (Spanish/English) support to caregivers regarding timekeeping exceptions, missed punches, attendance discrepancies, and payroll-related inquiries. This role ensures timely resolution of issues impacting caregiver pay while delivering exceptional customer experience.

The associate serves as a key point of contact for Spanish-speaking caregivers, partnering with Operations, Scheduling, and Branch teams to investigate and resolve timekeeping issues accurately and within defined service levels.

Language Expertise

• Fluent verbal and written communication skills in both Spanish and English.


• Ability to effectively support Spanish-speaking caregivers and stakeholders.


• Ability to translate and explain timekeeping, payroll, attendance, and operational processes in a clear and professional manner.


• Strong cultural awareness and customer service orientation when interacting with diverse populations

Customer Service & Case Resolution

• Respond to caregiver inquiries related to missed punches, timecard corrections, and attendance exceptions.


• Investigate and resolve clock-in/clock-out discrepancies using designated systems and processes.


• Communicate professionally with caregivers, field staff, branch teams, and internal stakeholders.


• Ensure accurate documentation of cases, resolutions, and follow-up actions.


• Escalate unresolved issues within established service level agreements (SLAs).


• Provide timely updates to caregivers regarding the status of inquiries and resolutions.

Essential Function

• Handle inbound and outbound Spanish and English communications related to missed punches and timekeeping discrepancies.


• Review, investigate, and process timecard correction requests.


• Validate attendance records and identify payroll-impacting exceptions.


• Coordinate with caregivers, supervisors, branch teams, schedulers, and payroll partners to resolve discrepancies.


• Ensure all missed punch cases are resolved within established SLA timelines.


• Maintain accurate case documentation and updates within ATS.


• Support payroll processing by ensuring accurate time submission before payroll cutoffs.


• Educate caregivers on proper timekeeping procedures and attendance requirements.


• Identify recurring trends and recommend process improvements.


• Maintain quality standards and productivity metrics.


• Participate in team meetings, quality reviews, coaching sessions, and training programs.

Experience

• 13 years of experience in Spanish Customer Service, Contact Center Operations.


• Experience supporting Spanish-speaking customers required.


• Healthcare staffing, home care, workforce management, or payroll support experience preferred.


• Experience handling high-volume customer interactions and case management preferred.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.

QUALIFICATIONS

• Fluent in Spanish and English (written and verbal) Required.


• Strong customer service and problem-solving skills.


• Excellent communication and interpersonal skills.


• Strong attention to detail and data accuracy.


• Ability to manage multiple priorities in a fast-paced environment.


• Ability to maintain confidentiality and handle sensitive employee information.


• Experience with CRM systems, ticketing platforms, workforce management systems, or payroll applications preferred.


• Proficiency in Microsoft Office Suite (Excel, Outlook, Teams, Word).

Education: Bachelor's degree or equivalent, or equivalent combination of education and sufficient experience to successfully perform the essential functions of the job.

Critical Competencies For Success

• Self-motivated - The drive to work toward your goals, without influence from other people or situations


• Decision & Judgment - Must be a self-starter with the ability to make independent decisions and the judgment to know when to seek advice.


• Communication - Listening, presenting, and clearly expressing ideas in a written and oral format.


• Adaptability - Ability to manage competing demands and changing priorities.


• Planning & Organizing - Using time efficiently to prioritize workload and meet deadlines.


• Computer Proficient - Must be proficient in MS Office, utilizing search engines and social media sites, comfortable with posting jobs and conducting candidate searches and utilizing company databases.


• Teamwork & Accountability - Working towards common goals while being accountable for assigned tasks; be amicable and work well with others; willingness to assist colleagues when needed.


• Customer service focused - The desire to take care of needs and going above and beyond to fulfill those needs.

WORK CONDITIONS

• Must have the ability to work in a fast-paced, rapidly changing environment, while maintaining a calm demeanor during stressful situations.


• Must be able to work in a cubicle setting where distractions don't interfere with completing job tasks and meeting metrics.


• Must be able to work a flexible schedule including weekend hours, as needed.


• The job is mostly sedentary with casual trips to the copier, scanner, etc.