Bilingual Benefits Customer Service Agent - Spanish

UnifyCX; San Antonio (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

UnifyCX seeks experienced Benefits Customer Service Agents to join our onsite team in San Antonio, TX. You will handle benefits inquiries in English and Spanish across email, phone, and chat, using Zendesk and a benefits portal to assist employees, employers, and end-users.

The role emphasizes empathy, accurate information, and compliance with privacy and security practices while delivering exceptional customer experiences and guidance on HSA and FSA products.

Qualifications

• Completed a two-year associate degree or have relevant customer service experience.
• At least one year of customer support experience involving benefits products.
• Familiarity with payment cards and bank account-related customer support.
• Fluency in both English and Spanish, with strong communication skills in both languages.
• Ability to communicate clearly and accurately in writing and speaking in both languages.
• Empathize, build rapport, and educate customers about steps and solutions.
• Recognize privacy and security issues, especially health-related information or tax guidance.

Responsibilities

• Handle Zendesk tickets in English and Spanish via email, phone, and chat.
• Respond to inquiries regarding HSA, FSA, and other benefits products.
• Use the benefits administration portal to look up information and complete tasks.
• Provide support for payment cards and bank account-related inquiries.
• Maintain privacy and security in all customer interactions.
• Identify customer needs and tailor communication accordingly.
• Demonstrate empathy, build rapport, and educate customers on available solutions.
• Escalate issues involving sensitive health information, privacy, security, or tax guidance as needed.
• Manage multiple tasks simultaneously while maintaining accuracy.
• Adapt to product/process changes while preserving service quality.
• Take ownership of customer satisfaction.

Skills

Bilingual English-Spanish

Customer service

Analytical thinking

Communication skills

Empathy & rapport

Privacy & security

Education

Two-year associate degree

Tools

Zendesk

Job description

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

A culture that values collaboration, creativity, and diversity

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

Our Foundation: GlowTouch & Collective Solution

UnifyCX is born from the integration of GlowTouch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Explore Opportunities

Location: San Antonio, TX

Remote Status: On-Site

Job Id:4674

# of Openings:7

UnifyCX is growing, and we are looking for experienced Benefits Customer Service Agents to join our motivated and ambitious team!

This is an onsite position and requires working from our San Antonio, Texas location.

What Will You Do?

As a Bilingual Benefits Customer Service Agent - Spanish , you will be responsible for supporting customers with their benefits-related inquiries and requests through multiple communication channels, including email, phone, and chat. You will handle Zendesk tickets in both English and Spanish and use the benefits administration portal to look up information and complete customer-related tasks.

Our benefits products include Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and similar benefits accounts. You will support employees and end-users, as well as employers, by providing accurate information, resolving inquiries, and delivering an exceptional customer experience.

In this position, you will:

Handle Zendesk tickets in English and Spanish through email, phone, and chat.

Respond to customer inquiries regarding HSA, FSA, and other benefits-related products.

Use the benefits administration portal to look up account information and execute customer-related tasks.

Provide support for payment cards and bank account-related inquiries.

Communicate clear and accurate information while ensuring customer privacy and security.

Identify customer needs, assess their concerns, and adjust your communication approach accordingly.

Demonstrate empathy, build rapport, and use positive scripting to educate customers about available solutions and next steps.

Recognize and appropriately escalatissues involving sensitive health-related information, privacy, security, or potential tax advice.

Manage multiple tasks simultaneously while maintaining focus on the customer and ensuring accuracy.

Adapt to changes in products, processes, and responsibilities while maintaining service quality.

Take ownership of customer satisfaction by providing timely, accurate, and professional support.

Who You Are

To be considered, candidates are expected to have the following qualifications:

Education and Experience

Completed a two-year associate degree or have relevant customer service experience.

At least one year of customer support experience involving benefits products, with the ability to engage in natural and confident conversations about those products.

Familiarity with payment cards and bank account-related customer support.

Fluency in both English and Spanish, with the ability to communicate effectively in speaking and writing.

Strong oral and written communication skills, including the ability to provide clear, accurate, and helpful information in both languages.

Ability to engage in natural, conversational interactions with customers in English and Spanish.

Ability to empathize, build rapport, use positive scripting, and educate customers about the steps and solutions provided.

Ability to recognize issues involving privacy and security, particularly health-related information and matters that may require tax-related guidance.

Customer Service Ability

Strong customer service skills, including negotiation techniques and confidence in explaining products.

Above-average analytical and problem-solving skills.

Strong customer profiling skills, including the ability to quickly assess a customer's mood and adjust communication accordingly.

Ability to effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty.

Adaptability and Professionalism

Ability to perform multiple activities simultaneously while maintaining focus on the customer.

Proactively seeks information about new work situations and understands the rationale and implications of changes in responsibilities or the work environment.

Treats change and new situations as opportunities for learning and growth.

Quickly adapts behavior to changes in products and processes and avoids persisting with ineffective approaches.

Demonstrates a strong attendance record with previous employers, where applicable. Reasons for leaving previous employment should not be attendance-related.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an Equal Opportunity Employer that welcomes diversity.