Bilingual Benefits Customer Advocate (Spanish/English) - Remote

Saludos; Tempe (AZ); Remote; USD 42,000 - 62,000; Full time

Job summary

WTW is seeking a Bilingual Benefits Customer Service Representative to assist Spanish and English-speaking client members through enrollment and plan updates. You will work primarily on the phone with opportunities for chat and message center support after training.

A remote setup is provided after onboarding, with eligibility requirements to work from home. During peak periods, the role requires a 40-hour week with overtime as needed.

Qualifications

• Must have excellent Spanish language skills.
• Must move seamlessly between Spanish and English calls.
• Must translate Spanish calls into grammatically correct English call notes.
• Strong attention to detail and ability to multi-task.

Responsibilities

• Build rapport with Spanish-speaking customers and respond with empathy, accuracy, and timeliness across phone, email, and chat.
• Tailor customer interactions to different communication styles while remaining professional and diplomatic.
• Handle confidential information following HIPAA and data privacy requirements.
• Translate health, welfare, and pension terms into simple explanations for customers to act on.
• Read client plan documents and knowledge bases to determine and anticipate needs.
• Maintain accurate call and case notes in English and participate in team meetings.

Skills

Bilingual Spanish-English

Customer service

Strong communication

HIPAA compliance

Education

High School diploma

Associate or Bachelor’s degree (nice to have)

Tools

Microsoft Office

CRM software

Job description

WTW is seeking a Bilingual Benefits Customer Service Representative to assist Spanish and English-speaking client members through enrollment and plan updates. You will work primarily on the phone with opportunities for chat and message center support after training.

A remote setup is provided after onboarding, with eligibility requirements to work from home. During peak periods, the role requires a 40-hour week with overtime as needed.