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Bilingual Spanish/English Customer Service Representative

11 hours ago

Oakbrook Terrace, Illinois, United States BCS Financial Corporation Full time

Position Overview

The Customer Service Representative (CSR) is responsible for ensuring BCS customers receive a positive customer experience via phone, email, or online chat for BCS's EssentialCare product clients. CSRs will be the frontline support for the BCS enrolled members and will need to respond to members in a timely and professional manner. The role will also assist with contacting members and/or providers to obtain additional documentation necessary for claim processing. 

This position will report to the Director, Service Partner Management.

Essential Elements

Respond to member queries in a timely and accurate manner, via phone, email or chat Identify member needs and help members understand applicable BCS products and proceduresAssist members and providers with questions regarding product, enrollment, billing and/or claim status questionsAnalyze and report product or system related issues as neededUse de-escalation techniques when interacting with members and providersUtilize internal software, databases, scripts, and work tools responsibly and appropriately to the needs of each callGather customer feedback and share with our Product, Sales, Marketing and Operation teamsAssist with training new CSRs as needed 

Education and Certifications

Education

High school diploma or equivalent; higher education or certifications in insurance or related fields preferred 

Experience

Experience as a Customer Service Representative in a call center environment Supplemental health product experience highly preferredExperience with fixed and hospital indemnity highly prefredProficiency with Salesforce or other CRM systemsProficient with Microsoft Office SuiteMulti-tasking abilities Experience with de-escalation techniquesExcellent verbal and written communication skillsFluency in Spanish highly preferred

Travel Required 

2-3 days per week onsite at our Oakbrook Terrace, IL office.

What we offer:

  • Hybrid and remote work environments
  • Full benefits including flexible HSA/PPO medical plans, Dental, Vision, and HSA/FSA
  • 401(k) w/ up to 6% company match
  • Generous PTO starting at 22 days annually
  • 12 paid holidays
  • Parental leave
  • Home office and wellness reimbursement
  • Generous employee referral program
  • Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications