Bilingual Benefits Customer Service Agent - Spanish

This is an onsite position at our San Antonio site: 2735 Austin Highway, San Antonio, TX 78218.

About the role

As a Bilingual Benefits Customer Service Agent - Spanish, you will be responsible for supporting customers with their benefits-related inquiries and requests through multiple communication channels, including email, phone, and chat. You will handle Zendesk tickets in both English and Spanish and use the benefits administration portal to look up information and complete customer-related tasks. Our benefits products include Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), and similar benefits accounts. You will support employees and end-users, as well as employers, by providing accurate information, resolving inquiries, and delivering an exceptional customer experience.

Responsibilities

• Handle Zendesk tickets in English and Spanish through email, phone, and chat.
• Respond to customer inquiries regarding HSA, FSA, and other benefits-related products.
• Use the benefits administration portal to look up account information and execute customer-related tasks.
• Provide support for payment cards and bank account-related inquiries.
• Communicate clear and accurate information while ensuring customer privacy and security.
• Identify customer needs, assess their concerns, and adjust your communication approach accordingly.
• Demonstrate empathy, build rapport, and use positive scripting to educate customers about available solutions and next steps.
• Recognize and appropriately escalate issues involving sensitive health-related information, privacy, security, or potential tax advice.
• Manage multiple tasks simultaneously while maintaining focus on the customer and ensuring accuracy.
• Adapt to changes in products, processes, and responsibilities while maintaining service quality.
• Take ownership of customer satisfaction by providing timely, accurate, and professional support.

Requirements

• Completed a two-year associate degree or have relevant customer service experience.
• At least one year of customer support experience involving benefits products, with the ability to engage in natural and confident conversations about those products.
• Familiarity with payment cards and bank account-related customer support.

Qualifications

• Fluency in both English and Spanish, with the ability to communicate effectively in speaking and writing.
• Strong oral and written communication skills, including the ability to provide clear, accurate, and helpful information in both languages.
• Excellent active listening skills.
• Ability to engage in natural, conversational interactions with customers in English and Spanish.
• Ability to empathize, build rapport, use positive scripting, and educate customers about the steps and solutions provided.
• Ability to recognize issues involving privacy and security, particularly health-related information and matters that may require tax-related guidance.

Skills

• Strong customer service skills, including negotiation techniques and confidence in explaining products.
• Above-average analytical and problem-solving skills.
• Strong customer profiling skills, including the ability to quickly assess a customer's mood and adjust communication accordingly.
• Ability to effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty.
• Ability to perform multiple activities simultaneously while maintaining focus on the customer.
• Proactively seeks information about new work situations and understands the rationale and implications of changes in responsibilities or the work environment.
• Treats change and new situations as opportunities for learning and growth.
• Quickly adapts behavior to changes in products and processes and avoids persisting with ineffective approaches.
• Demonstrates a strong attendance record with previous employers, where applicable.
• Reasons for leaving previous employment should not be attendance-related.

About the company

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. UnifyCX is a certified minority-owned business and an Equal Opportunity Employer that welcomes diversity.