Bilingual Spanish Service Center Representative

foresters; United States; Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health, dental and well-being coverage

Retirement contributions

Paid vacation

Job summary

foresters is seeking a bilingual (Spanish/English) customer service specialist to provide policy guidance and support to customers remotely. The role centers on inbound phone support with email and chat as needed, handling account servicing and coordinating with internal teams to resolve inquiries.

You will explain insurance concepts clearly in both languages, manage high-volume calls with empathy, document interactions accurately, and contribute to service quality and customer satisfaction.

Qualifications

• 3-5 years of customer service experience and a demonstrated focus on service quality.
• Strong Spanish and English communication skills for speaking with customers and explaining insurance concepts.
• Experience managing high-volume inbound phone work and meeting performance targets.
• Empathy, flexibility, sound judgment, and professionalism in complex or emotionally difficult conversations.
• Confidence using several computer systems at once, including customer relationship and service tools; ability to troubleshoot and learn new technology.

Responsibilities

• Respond to questions about insurance coverage, policy language, billing, payments, complaints, and online account access.
• Explain options clearly in Spanish and English and help customers use online and self-service tools.
• Process policy updates and payment requests, maintain customer records, and document interactions accurately.
• Support people through sensitive situations, including grief or distress, with patience and professionalism.
• Investigate matters that cannot be resolved during the initial contact, coordinate with other teams, and follow up with customers.
• Work toward service quality, accuracy, productivity, customer satisfaction, and schedule expectations; contribute to team improvements and assist with colleague training when needed.

Skills

Bilingual Spanish/English

Customer service

Communication

Empathy

Problem solving

Tools

CRM software

Multi-system usage

Job description

Role overview

Provide insurance policy and service guidance to customers in both Spanish and English. This remote, multi-channel position is centered on inbound phone support, with email and chat responsibilities as business needs require, and involves account servicing, problem-solving, and coordination with internal teams.

Responsibilities

• Respond to questions about insurance coverage, policy language, billing, payments, complaints, and online account access.
• Explain options clearly in Spanish and English and help customers use online and self-service tools.
• Process policy updates and payment requests, maintain customer records, and document interactions accurately.
• Support people through sensitive situations, including grief or distress, with patience and professionalism.
• Investigate matters that cannot be resolved during the initial contact, coordinate with other teams, and follow up with customers.
• Work toward service quality, accuracy, productivity, customer satisfaction, and schedule expectations; contribute to team improvements and assist with colleague training when needed.

Requirements

• 3-5 years of customer service experience and a demonstrated focus on service quality.
• Strong Spanish and English communication skills for speaking with customers and explaining insurance concepts.
• Experience managing high-volume inbound phone work and meeting performance targets.
• Empathy, flexibility, sound judgment, and professionalism in complex or emotionally difficult conversations.
• Confidence using several computer systems at once, including customer relationship and service tools; ability to troubleshoot and learn new technology.

Nice to have

• Experience in a contact center or financial services environment.

Benefits and work setup

• Fully remote within the province where the employee resides, with scheduled shifts, structured training, and ongoing coaching.
• Listed offerings include health, dental and well-being coverage, retirement contributions, paid vacation, learning opportunities, and a paid volunteer day; some may apply only to certain employment statuses.