Customer Service Representative Bilingual Spanish​/English

Job Description

Job Title:

Customer Service Representative

Classification:
Non-Exempt

Department:
Employee Benefits

Location:

Schaumburg, IL / Hybrid

Reports to:

Customer Service Manager

Under the direction of the Customer Service Manager, the Customer Service Representative services a book of employee benefits business. Works with Account Managers, Account Representatives, Account Executives, and Marketing Executives in handling all the inside service work associated with the client’s program, including routine coverage questions, claim issue solving, eligibility, preparation of formal proposals, and creation of employee benefit guides. Must obtain a Life & Health license within three months of hire.

This is a career‑track position with rapid advancement potential for motivated and capable individuals.

• Acts as a liaison with insurance carriers, providers, and employees to resolve claims (including assistance in the appeals process), billing, eligibility, and any other coverage issues.
• Assists with commission tracking and invoicing.
• Prepares employee benefit booklets and open enrollment materials under the direction of the Account Manager.
• Communicates with Account Management Team, employees, and insurance carriers to resolve benefit issues.
• Processes client eligibility requests—including enrollments, terminations, and changes—using various online portals or benefits administration systems.
• Assists with census preparation for marketing or implementation purposes under the direction of the Account Manager.
• Answers employee benefits and insurance coverage questions.
• Inputs and maintains records of all activities in Benelinx.
• Assists in conducting client open enrollment meetings as requested.
• Participates in seminars and educational classes for development of skills and knowledge.
• Provides high quality work with a professional demeanor and technical accuracy.
• Performs miscellaneous duties and projects as assigned.

• Performs special projects and other miscellaneous duties as assigned by senior management.
• Follows up to complete any assigned work.
• Assists Account Managers, Account Representatives, Account Executives, AVP, VP, and EVP with language assistance.
• Maintains high ethical standards in the workplace.
• Reports all irregular issues and problems to sales management for solution.
• Maintains good communication with office staff members and outside contacts.
• Complies with all company policies and procedures.
• Participates in all aspects of the Company’s Safety Program and is responsible for maintaining a clean and safe working area.

• High school diploma or general education degree (GED) and minimum two years of related experience and/or training preferred.
• Proficient with MS Office Suite; very computer literate and able to learn new software programs quickly.
• Strong mathematical and analytical skills.
• Excellent verbal and written communication skills in English and Spanish.
• Exceptional customer service skills.
• Ability to exercise independent judgment.
• Ability to work independently and make accurate decisions and demonstrate good judgment.
• Must obtain and maintain an active Life/Accident and Health Insurance Agent License within three months of hire.
• Maintain positive working relationships and clear communication with co‑workers, vendors, and insurance carriers.

• Communication:
  Ability to inform orally and in writing with clarity and good effect; understand instructions quickly; decide what information is important and how to communicate it.
• Customer Focus:
  Acts with customers in mind; establishes and maintains effective relationships and gains trust.
• Customer Service:
  Satisfies customer expectations; displays courtesy and responds promptly to service requests; identifies customer needs and explains services clearly.
• Drive for Results:
  Pursues goals with energy and determination; perseveres through setbacks and pushes self and others for results.
• Priority Setting:
  Plans and organizes work activities; identifies factors that help or hinder goal achievement.
• Problem Solving:
  Uses logic, judgment, and data to determine effective solutions.

The work environment is high‑pressure, fast‑paced with significant telephone and personal disruption. The job requires performing a large number of complex steps accurately and quickly.

The role requires frequent talking or hearing, use of hands or fingers to handle objects, occasional standing, walking, sitting, and reaching. Employees may occasionally lift or move up to 25 pounds. The job requires close and distance vision, ability to adjust focus, and is normally performed in a low to moderate noise environment.

$25 – $30 per hour