Customer Service Representative 1 Bilingual

Saludos; Tempe (AZ); Remote; USD 42,000 - 62,000; Full time

Job summary

WTW is seeking a Bilingual Benefits Customer Service Representative to assist Spanish and English-speaking client members through enrollment and plan updates. You will work primarily on the phone with opportunities for chat and message center support after training.

A remote setup is provided after onboarding, with eligibility requirements to work from home. During peak periods, the role requires a 40-hour week with overtime as needed.

Qualifications

• Must have excellent Spanish language skills.
• Must move seamlessly between Spanish and English calls.
• Must translate Spanish calls into grammatically correct English call notes.
• Strong attention to detail and ability to multi-task.

Responsibilities

• Build rapport with Spanish-speaking customers and respond with empathy, accuracy, and timeliness across phone, email, and chat.
• Tailor customer interactions to different communication styles while remaining professional and diplomatic.
• Handle confidential information following HIPAA and data privacy requirements.
• Translate health, welfare, and pension terms into simple explanations for customers to act on.
• Read client plan documents and knowledge bases to determine and anticipate needs.
• Maintain accurate call and case notes in English and participate in team meetings.

Skills

Bilingual Spanish-English

Customer service

Strong communication

HIPAA compliance

Education

High School diploma

Associate or Bachelor’s degree (nice to have)

Tools

Microsoft Office

CRM software

Job description

WTW

Job Category

Customer Service

Overview

Description

Arizona, United States

October 18, 2023

The Role

As a Bilingual Benefits Customer Service Representative, you will have the rewarding opportunity to help our Spanish and English client members through the enrollment process, and when making updates to their health care and/or pension plans. We allow you the freedom to take the time necessary to provide the highest level of service on each contact. You will spend your day on the phone, with opportunities to assist with chat and message center as you gain additional experience. We provide superior customer service in a work from home environment (following the initial training and onboarding period). Eligibility requirements to work from home must be met.

During our busy season you will be expected to work a 40 hour week and overtime when requested. During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on client need.

Key Responsibilities

• Quickly build rapport and respond to Spanish speaking customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
• Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in English is a professional manner
• Regularly participate in team meetings and training
• You will spend the majority of your time assisting customers
• Perform other duties as assigned

The Requirements

About YOU:

You easily move between English and Spanish in conversation and are excited to learn new things, have strong computer skills, and are self-motivated to always improve while coming to work every day on-time. You have patience, and the ability to listen and recognize the needs of our client members. You have strong written commination skills, both written and verbal, and are dedicated to well written client notes and instant message communications without the use of slang or emoji’s. You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone, email, and instant message. You’re comfortable in a remote working environment where the majority of your interactions with peers, supervisors, and managers is virtual. You’re excited at the opportunity to start a career with a top-notch global company!

HELPING PEOPLE – NO WEEKENDS – NORMAL Business Hours

Required

• MUST have excellent Spanish language skills
• MUST have ability to move seamlessly between Spanish and English calls
• MUST have the ability to translate Spanish calls into grammatically correct English call notes
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
• Ability to work in a structured environment – adhere to posted work schedule and
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment
• Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• Experience working in a customer service environment
• High School degree required

The following are a plus

• Associate or Bachelor’s degree nice to have
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment

The Company

At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help you sharpen your strategy, enhance organizational resilience, motivate your workforce and maximize performance.

Working shoulder to shoulder with you, we uncover opportunities for sustainable success—and provide perspective that moves you.

Learn more at willistowerswatson.com.

The Business

Our Outsourcing business provides benefits administration and outsourcing solutions to many of the world’s leading organizations. Our purpose is to help our clients’ employees realize the full potential of their benefits; helping them be happier, healthier and more secure.