Bilingual Call Center Representative

Video Interviewing

As part of our Call Center hiring efforts, we're using a video screening process. To learn more and to help prepare for this, click here!

About the role

The Call Center Representative position is responsible for customer service and processing for account-based employee benefit plans within our service center teams. Service center teams are accountable for servicing Flexible Spending Accounts (FSA), 529 Educational Savings accounts, Qualified Plan Retirement accounts and State Sponsored Retirement Program accounts. Associates will handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products or plans. They are responsible for providing high quality service to all callers using phone, email or chat. Call Center Representatives handle requests provide explanations regarding benefits and plan provisions, review claims information and update account owner contacts using provided processes.

Responsibilities

• Examine, review, process, calculate and (a) pay claims based on information, plan design, insurance filings, documentation and reports; or (b) administer payments based on plan information and documentation, in a timely manner.
• Respond to all account owners and participant phone inquiries and requests in a timely and accurate manner.
• Maintain confidentiality and keep department, client and participant HIPAA compliant.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

Requirements

• Bilingual in English and Spanish required.
• High school diploma or GED, and further applicable education or equivalent experience.
• 1+ years of call center or customer service experience preferred.
• Ability and proficiency with Microsoft Office and Excel applications, and claims processing or benefit card systems.

Qualifications

• Qualified candidates must complete a video interview assessment after applying as the next step, to be completed within 7 days of receiving the link.
• To prepare: Set aside 30-45 minutes for the self-guided assessment that includes games and questions. Find a quiet place to record and be camera-ready. You'll need a smart phone, tablet, or desktop computer with your camera and microphone enabled. You'll answer questions to share your skills and experience, and bring your personality to the interview.

Skills

• Excellent listening, verbal and written skills.
• Detail oriented, flexible, and self-motivated.

Benefits

Not specified.

Pay

$19 per hour.

Schedule

• Late Shift 11:30 am to 8:00 pm
• 12:30 pm to 9:00 pm
• 1:30 pm to 10:00 pm
• 2:30 pm to 11:00 pm