Bilingual Customer Service Representative - PDCC

Overview

In this experienced level role, you will report to the Customer Service Manager. Your start date will be 3/23/2026. You will be the first contact for Partnership Distribution customers (advisors, clients, and relationship partners) for service issues, requests, procedures, and account information. You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone.

You will provide exceptional customer service, resolve conflicts while being results driven and having a growth mindset.

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to our office location in Phoenix, AZ 85034. You are required to be proximate to Phoenix because on occasion you may be asked to travel to that office for in person engagement activities such as team meetings, trainings, and culture events.

Any change from your current location, as discussed at the time of your hire, must be approved by your leadership.

The in-person training will be in Phoenix, AZ for approximately 6-8 weeks. The hours for training will be 8:30am - 5:00pm Local Time Monday through Friday. Your schedule after training includes a 9-hour Monday and a 7-hour day during that same week to ensure a 40-hour work week. You would also work every 3rd Saturday from the initial Saturday scheduled. You would receive a day off in the week following the Saturday you work.

This permanent shift would start after training has been completed and would be in place until further notice.

The available shifts are 9:30am-6:00pm, 10:30-7:00pm, 11:30-8:00pm, 12:30-9:00pm, and 1:30-10:00pm all your Local Time.

Schedules will be discussed in the interview and assigned at the time of offer.

Position Compensation Range: $25.00 - $31.88

Pay Rate Type:
Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

• Ensure that all relevant information is gathered and entered to ensure prompt resolution. Receive guidance from coaches on a frequent basis to process requests.
• Develop an understanding of procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service.
• Important resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
• Refer more complex issues to appropriate service partners.

• Demonstrates experience providing customer-focused solutions or support.
• Demonstrated written and spoken communication skills.
• Demonstrated ability managing multiple priorities in a fast-paced environment.
• Fluent in Spanish and English, with demonstrated proficiency in oral, written, and reading communication in both languages.
• Candidates will be required to pass a Spanish language proficiency assessment (oral, written, and reading) as part of the selection process.

Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.

Licenses: P&C Producer license strongly preferred but not required. Employees are expected to pass their state's P&C license exam within 12 months. Training and administrative support will be provided.

Internet Connection Requirement:
We require an internet connection with a minimum speed of 100 Mbps download and 10 Mbps upload.

Travel Requirements:
Up to 10%

Physical Requirements:

Work that primarily involves sitting/standing.

• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k)…