Customer Care Professional, Bilingual Spanish

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver unscripted customer call assistance from the initial greeting to problem resolution.

• Establish rapport with callers from varied backgrounds.

• Accurately assess situations and present potentially complex solutions.

• Navigate multiple systems while collecting pertinent information.

• Communicate using clear, concise, and positive language.

• Emphasize call quality and first-call resolution while reducing processing time and after-call tasks.

• Assist individuals with beneficiary and death claims.

• Aid clients in achieving financial clarity and desired objectives.

• Engage in structured training, onboarding, mentoring, coaching, and management meetings.

• Cultivate expertise in annuities, health insurance, life insurance, mutual funds, and beneficiary claims.

• Participate in recruiting/interviewing, focus groups, roundtables, quality initiatives, and launching new services.

• Utilize internal helpline, coaching, mentoring, and documentation to address customer needs.

• Initiate or contribute to process improvements that enhance operational efficiency.

⛳️ Requirements

• High school diploma or equivalent experience.

• Proficient in both English and Spanish; capable of professional communication across written, verbal, and digital channels.

• Experience in navigating complex customer interactions from support to resolution.

• Ability to embrace change and contribute to ongoing improvement in a fast-paced work environment.

• Internet speed of 30 Mbps download/10 Mbps upload.

• Private, secure, distraction-free remote workspace with reliable power.

• Hard-wired internet connection via ethernet to router/modem.

• Capability to pass a criminal background check.

• Availability to work training hours of 8:00 a.m.–4:30 p.m. CST, Monday through Friday.

• Availability to work a full-time schedule post-training between 9:30 a.m.–6:00 p.m. CST, Monday through Friday.

• Customer Service, Financial Services, or Insurance experience is preferred.

• Emotional resilience and comfort in supporting individuals during complex death-claim situations.

• Professionalism and discretion.

• Proficiency in navigating and utilizing multiple digital platforms concurrently.

• Ability to excel in a high-speed/high-accuracy environment while maintaining call quality.

• Familiarity with Lean and Six Sigma methodologies is preferred.

• History of initiating or contributing to process enhancements is preferred.

• Job skills assessment must be completed within 48 hours of invitation.

🏝️ Benefits

• Comprehensive medical, vision, and dental coverage.

• 401(k) matching up to 6%.

• Pension plan.

• Four weeks of paid time off (PTO).

• Twelve paid holidays.

• Up to 20 hours of volunteer time off.

• Corporate gift matching up to 3:1.

• No nights or weekends required.

• Structured training and onboarding process.

• Regular mentoring, coaching, and career advancement opportunities.

• Stretch opportunities across the organization.

• Access to an internal helpline and comprehensive documentation.

• Potential bonuses, including annual or long-term incentives.

• Health savings account.

• Flexible spending account.

• Life and accidental death and dismemberment insurance.

• Disability insurance.

• Supplemental protection insurance.

• Sick and Safe Time.

• Paid parental leave.

• Employee Assistance Program (EAP).

• Well-being benefits.