Bilingual Call Center Representative

About the role

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. We are looking for client-focused talent who have service as part of their DNA, rather than just part of a job. We take serving our clients seriously and need individuals who want to learn our business, embrace our core values, and work within a team environment.

Responsibilities

• Handle requests from participants, financial advisors, and plan administrators seeking information or executing requests on specific accounts, products or plans.
• Provide high quality service to all callers using phone, email or chat.
• Handle requests and provide explanations regarding benefits and plan provisions.
• Review claims information and update account owner contacts using provided processes.
• Examine, review, process, calculate and pay claims based on information, plan design, insurance filings, documentation and reports; or 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.
• Meet department and individual service levels and quality goals and support department business objectives.
• Proactively engage participants, anticipate their needs, offer assistance and solutions.
• Process financial and non-financial transactions timely and accurate.
• Demonstrate flexibility and team-orientation.
• Comply with plan document provisions, regulations, guidelines and company procedures.
• Maintain confidentiality and keep department, client and participant HIPAA compliant.
• Protect, secure, and properly handle 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.
• Computer proficiency required.
• Excellent listening, verbal and written skills.
• Detail oriented, flexible, and self-motivated.

Schedule

The first 4 weeks consist of training from 10:00 am to 6:30 pm EST. After training is complete, you will be offered one of the shifts below (times are in Eastern Standard Time):

• 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