Bilingual Customer Support Associate (Spanish)

ASM Research, An Accenture Federal Services Company; Springfield (IL); On-site; USD 27,000 - 29,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Representative I – Bilingual (Spanish) to provide routine support across calls, email, and web chat while ensuring service level adherence and customer satisfaction. Responsibilities include transaction processing, case logging, and data integrity checks in a government-focused environment.

The role requires fluency in English and Spanish, a high school diploma or GED, and the ability to obtain a security clearance.

Qualifications

• High school diploma or GED is required.
• 0 to 2 years of call center experience.
• 0 to 2 years of customer service or related support experience.
• Ability to obtain and maintain a security clearance.
• Fluent in English and Spanish.
• US citizenship and ability to pass a federal background investigation.

Responsibilities

• Provide routine inbound call, outbound call, email, and web chat support to customers while delivering courteous, accurate, and timely service.
• Perform back-office support activities to assist customer service operations and program requirements.
• Support customers in submitting and processing origination and disbursement transactions or create and submit transactions on behalf of the customer when required.
• Assist customers with award origination and disbursement processing and help identify and resolve related processing issues.
• Conduct customer outreach to support resolution of batch edits, processing errors, missing documents, missing signature pages, and data correction issues.
• Provide monitoring support and follow-up for batch processing issues, edit code rejects, and requested issue resolution activities.
• Log new cases and update existing cases to document each customer interaction conducted by phone, email, or web chat in the web-based agent desktop application.
• Perform the required manual process to link each phone communication to the appropriate open case.
• Perform manual linking and unlinking of award records and promissory notes or agreements to serve notes.
• Analyze COD borrower data integrity issues identified by the customer and support issue resolution activities.
• Research and confirm COD processing status for items such as promissory notes, batch status, entrance counseling, exit counseling, borrower information, grant recipient information, and borrower-servicer data.
• Execute all support services in compliance with customer processing requirements, published program guidelines, quality expectations, and service level agreements.

Skills

Customer service support

Call center operations

Case logging

Transaction processing support

Batch processing issue follow-up

Customer outreach

Data integrity review

Status research

SLA adherence

Written and verbal communication

Education

High school diploma or GED

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Service Representative I – Bilingual (Spanish) to provide routine support across calls, email, and web chat while ensuring service level adherence and customer satisfaction. Responsibilities include transaction processing, case logging, and data integrity checks in a government-focused environment.

The role requires fluency in English and Spanish, a high school diploma or GED, and the ability to obtain a security clearance.