Customer Care Professional, Beneficiary Claim Support, Bilingual Spanish, Remote

About the role

This role empowers you to provide a call experience without relying on a script, owning each interaction from the first "Hello!" to problem resolution. You'll handle unique calls end-to-end, focusing on details to find the right solutions and deliver a superior experience. Each day, you'll help people with similar values make the most of what they've been given, requiring passion for serving others and integrity in your words and actions.

Responsibilities

• Build rapport with callers of diverse backgrounds to accurately assess situations and present potentially complex solutions.
• Quickly navigate multiple systems while engaging callers with clear, concise, and positive language to gather relevant information.
• Focus on quality and first-call resolution, minimizing processing time and after-call work to help more clients reach their goals.
• Support individuals through death claims, demonstrating emotional resilience, professionalism, and discretion in complex situations.
• Contribute to continuous improvement in a fast-paced environment, leveraging Lean and Six Sigma methodologies to enhance operational efficiency.

Requirements

• High school diploma or equivalent experience; post-secondary education preferred.
• Fluent in English and Spanish, with professional communication skills across written, verbal, and digital channels.
• Experience navigating complex customer interactions from support through to resolution.
• Ability to welcome change and contribute to continuous improvement.
• Internet speed: 30 mbps download/10 mbps upload required.
• Remote work requirements: private, secure, distraction-free workspace with reliable power and hard-wired internet connection via ethernet to router/modem.
• Ability to pass a criminal background check.

Schedule

• Training: Starts on 10/26/26, 8:00 a.m. – 4:30 p.m. (CST), Monday through Friday for the training duration.
• Post-Training: Full-time schedule between 9:30 a.m. – 6:00 p.m. (CST), Monday through Friday.

Preferred Qualifications

• Customer service, financial services, or insurance experience.
• Demonstrated proficiency in navigating and utilizing multiple digital platforms simultaneously.
• Ability to thrive in a high-speed/high-accuracy environment while maintaining call quality.
• Continuous improvement mindset with a history of initiating or contributing to process enhancements.

Pay

Starting base salary of $25.00/hour ($52,000/year). The applicable hourly range for this full-time role is $19.80 - $26.79 per hour, determined by factors including location, experience, skills, and business needs.

Benefits

• Comprehensive medical, vision, and dental insurance.
• 401(k) matching up to 6% and a pension plan.
• 4 weeks of PTO + 12 paid holidays.
• Up to 20 hours of volunteer time off.
• Corporate gift matching up to 3:1.
• No nights or weekends.
• Up to 10 weeks of structured training and onboarding with a designated partner and regular mentoring.
• Stretch opportunities across the organization (e.g., recruiting, focus groups, quality initiatives).
• Internal helpline, coaching, mentoring, and comprehensive documentation.