Bilingual Call Center Representative

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. 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 accurately.
• 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. 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

• Computer proficiency is required.
• Excellent listening, verbal and written skills.
• Detail oriented, flexible, and self-motivated.

Skills

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

Benefits

These positions are 100% fully remote.

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

Pay

The hourly rate is $19.

Schedule

Shifts are available from 11:30 am to 8:00 pm, 12:30 pm to 9:00 pm, 1:30 pm to 10:00 pm, and 2:30 pm to 11:00 pm.

Contact Information

To apply, please complete a video interview assessment after applying as the next step, to be completed within 7 days of receiving the link. 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. This step accelerates the interview process, moving qualified candidates to hiring manager interview fast.

Equal Employment Opportunity

Ascensus is committed to providing equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other Protected Status.