Call Specialist - Bilingual

Catholic Charities; Chicago, Northern (IL, KY); Hybrid; USD 26,174 - 28,929; Full time

Job summary

Catholic Charities of the Archdiocese of Chicago is seeking a Call Specialist - Bilingual to provide high-volume multilingual customer support, assess eligibility, and connect individuals to financial and community resources.

You will maintain accurate case records, de-escalate complex interactions, and collaborate with stakeholders to ensure equitable access to services and program compliance. Strong Spanish skills and prior customer service experience are preferred.

Qualifications

• Ability to communicate effectively in Spanish (verbal, reading, and written) to assist callers.
• Prior experience in customer service and using Microsoft Office.
• Experience with multiple databases and data entry tasks.
• Proficiency in Microsoft Office products.

Responsibilities

• Handle high-volume, multi-channel inquiries (phone, text, webchat) to assist with financial and non-financial support.
• Assess eligibility and referrals according to program guidelines and funder requirements.
• De-escalate interactions and ensure equitable access to services.
• Maintain accurate case files and collaborate with internal stakeholders.
• Engage in ongoing training and special projects to improve service delivery.

Skills

Bilingual Spanish-English

Customer service

Microsoft Office

Database usage

Education

GED or high school diploma

Bachelor's degree preferred

Tools

Microsoft Office

Job description

$19.35 - $21.50 / hour

Pay Transparency

In compliance with the Illinois Equal Pay Act of 2003 (820 ILCS 112/5, et seq.), Catholic Charities of the Archdiocese of Chicago is required to provide the wages and benefits that it reasonably expects in good faith to offer for any specific job positions posted. Please note that the exact compensation package ultimately offered to an applicant may vary based on skills, experience, and location, amongst other permissible factors.

Locations

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Role Overview

The Call Specialist - Bilingual provides high volume multilingual customer support by assessing eligibility, connecting individuals to financial and community resources, maintaining accurate case records, de‑escalating complex interactions, and collaborating with stakeholders to ensure equitable access to services and program compliance.

Job Responsibilities

• Responsible for handling high-volume, multi-channel inquiries (phone, text, and webchat) to assist individuals seeking financial and non-financial support through the Resource Hub. Assess eligibility of individuals and make appropriate referrals according to program guidelines and funder requirements. Adhere to departmental scripts and protocols when processing caller prescreens. This role may regularly interact with a diverse customer base, including Spanish-speaking individuals, and may require communication in Spanish to ensure equitable access to services. Effectively de‑escalate callers, including individuals with limited English proficiency, resulting in limited calls escalated for supervisor intervention.
• Maintain up-to-date and accurate case files and databases as required by program policy and governing contracts.
• Knowledgeable about community resources and link individuals to these resources. Advocate on behalf of individuals to ensure access to services for which the individual is eligible. Informs supervisor of any escalated interactions and/or service delays so that proper follow-up with internal programs can occur.
• Work collaboratively with internal stakeholders and team members as needed.
• Complete special projects and assignments as directed, demonstrating flexibility and initiative in support of client service, team needs, and organizational goals.
• Engage in ongoing learning, training, and skill development, seeking and applying feedback to continuously improve performance and contribute to team and organizational success.

Essential functions include all other duties and responsibilities as assigned.

Physical Requirements

• Kneel and move from sitting, bending, kneeling, or standing multiple times a day
• Climb up and down up to 3 flights of stairs at a time{ size=32 }
• Lift, push, and pull up to 25 lbs

Other Requirements

• Background check

Education and Experience Requirements

Minimum

• H.S. Diploma or General Education Degree (GED) in related field of study 1-3 years relevant experience
• Ability to communicate effectively in Spanish (verbal, reading, and written) sufficient to assist callers
• Prior experience in Customer Service and using Microsoft Office
• Experience with the use of multiple databases
• Proficiency in Microsoft Office products

Preferred

• Bachelor's Degree in Arts/Sciences (BA/BS) in related field of study 3-5 years relevant experience
• Ability to communicate effectively in Spanish (verbal, reading, and written) sufficient to assist callers
• Contact Center experience
• Experience with multi-monitor set-up

Catholic Charities of the Archdiocese of Chicago is an equal opportunity employer and consideration for employment is made without regard to: race, color, national origin, religion, age, sex, disability status, protected veteran status, or any other characteristic protected by applicable law.

Catholic Charites is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to [e-mail] or call 312-655-7127 and let us know the nature of your request and your contact information.

EEO is the Law