Bilingual Call Center Representative

Ascensus; Miami (FL); Remote; USD 21,593 - 30,754; Full time

Job summary

Ascensus seeks a remote Call Center Representative responsible for customer service in managing account-based employee benefit plans. This role requires providing high-quality service through phone, email, and chat while processing requests for Flexible Spending Accounts and more.

Candidates must be bilingual in English and Spanish and have a high school diploma. Previous customer service experience is preferred.

The position includes training for the first four weeks and offers a flexible, remote work environment.

Qualifications

• 1+ years of call center or customer service experience preferred.
• Ability to use claims processing or benefit card systems.
• Excellent listening, verbal, and written skills.

Responsibilities

• Provide high quality service to account owners and participants.
• Process financial and non-financial transactions accurately.
• Respond to inquiries in a timely manner and ensure HIPAA compliance.

Skills

Bilingual in English and Spanish

Customer service experience

Proficiency in Microsoft Office and Excel

Excellent communication skills

Detail-oriented and flexible

Education

High school diploma or GED

Job description

Position Details

Hourly rate: $19

Class start dates: 8/5/26

These positions are 100% fully remote.

The first 4 weeks consist of training from 10:00 am to 6:30 pm EST.

Shift Times (Eastern Standard Time)

Late Shift:

• 11:30 am to 8:00 pm
• 12:30 pm to 9:00 pm
• 1:30 pm to 10:00 pm
• 2:30 pm to 11:00 pm

Responsibilities

The Call Center Representative position is responsible for customer service and processing for account-based employee benefit plans within our service center teams. Service center teams are accountable for servicing Flexible Spending Accounts (FSA), 529 Educational Savings accounts, Qualified Plan Retirement accounts and State Sponsored Retirement Program accounts. Associates will handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products or plans. They are responsible for providing high quality service to all callers using phone, email or chat. Call Center Representatives handle requests provide explanations regarding benefits and plan provisions, review claims information and update account owner contacts using provided processes. The associate provides excellent customer service through phone calls, emails and/or online chat and supports efficient administration of plans and department practices.

Essential Functions

Movement between service center roles, described above may take place to support business needs and seasonal volume, throughout the year. Training would be provided, prior to any movement to support a new product. The requirements listed are representative of the knowledge, skills, and/or ability required. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Below functions are across all roles.

• Examine, review, process, calculate and (a) pay claims based on information, plan design, insurance filings, documentation and reports; or (b) administer payments based on plan information and documentation, in a timely manner.
• Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner. Meet department and individual service levels and quality goals and support department business objectives. Proactively engage participants, anticipate their needs, offer assistance and solutions.
• Process financial and non-financial transactions timely and accurate.
• Demonstrate flexibility and team-orientation.
• Comply with plan document provisions, regulations, guidelines and company procedures. Maintain confidentiality and keep department, client and participant HIPAA compliant. Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

Required Education and Experience

• Bilingual in English and Spanish required.
• High school diploma or GED, and further applicable education or equivalent experience.
• 1+ years of call center or customer service experience preferred.
• Ability and proficiency with Microsoft Office and Excel applications, and claims processing or benefit card systems.
• Qualified candidates must complete a video interview assessment after applying as the next step, to be completed within 7 days of receiving the link. How to prepare: Set aside 30-45 minutes for the self-guided assessment that includes games and questions. Find a quiet place to record and be camera-ready. You’ll need a smart phone, tablet, or desktop computer with your camera and microphone enabled. You’ll answer questions to share your skills and experience, and bring your personality to the interview. This step accelerates the interview process, moving qualified candidates to hiring manager interview fast.
• Computer proficiency is required.
• Excellent listening, verbal and written skills.
• Detail oriented, flexible, and self-motivated.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.