Bilingual Customer Service Advocate

• Provide prompt, accurate, thorough, and courteous responses to customer inquiries
• Research inquiries as needed to resolve them
• Respond to telephone, written, web, or walk-in inquiries
• Adapt responses and conduct extensive research when required
• Accurately document inquiries
• Initiate or process adjustments and perform additional research
• Coordinate with other departments to resolve problems
• Respond to, research, and/or assist with priority inquiries and special projects
• Provide feedback to management regarding customer problems, questions, and needs
• Maintain accurate records on complaints and customer comments
• Recommend changes to management
• Follow through on complaints until resolved or report to management as needed
• Maintain knowledge of quality work instructions and company policies
• Recommend process improvements
• Maintain departmental productivity, quality, and timeliness standards
• Assist with training new employees and cross-training coworkers

• High School Diploma or equivalent
• Must be able to speak Spanish and English
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience
• Excellent verbal and written communication skills
• Proficient spelling, punctuation, and grammar
• Strong human relations and organizational skills
• Ability to handle high stress situations
• Good judgment
• Ability to handle confidential or sensitive information with discretion
• Ability to learn and operate multiple computer systems effectively and efficiently

Demonstrates strong customer service skills with the ability to handle inquiries in both Spanish and English. Proficient in claims processing, documentation, and maintaining quality standards while adapting to high-stress situations.

• Bilingual Communication
• Claims Processing
• Customer Service Experience
• Organizational Skills
• Confidential Information Handling

• Claims Processing
• Documentation
• Research Skills
• Computer Systems Operation
• Quality Work Instructions

• Verbal Communication
• Written Communication
• Human Relations
• Judgment
• Stress Management

• High School Diploma

• Customer Inquiries
• Process Improvements
• Departmental Productivity
• Confidential Information
• Customer Complaints