Member Care Advisor - Bilingual

Summary

Join our team at NCD, a top-tier insurance provider, where we're a community of winners, nerds, and gamers dedicated to spreading smiles through exceptional member satisfaction. We're seeking a remote Bilingual Customer Care Advisor to join our dynamic team.

Essential Duties and Responsibilities

- Handles both inbound and outbound communication with members and/or providers. - Communicates with clients across multiple channels, including phone, email, and chat. - Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions. - Refers new product enrollment or changes to existing enrollment to a licensed agent. - Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation. - Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact. - Continually maintains working knowledge of all company products and services. - Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits. - Builds trust with members across the healthcare life cycle and improves member retention. - Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence. - Attends and participates in team meetings, skill builders, training exercises.

Qualifications

- 2+ years of customer service or call center experience - College degree preferred, but not required - Excellent verbal and written communication skills - Proficient computer skills including MS Word, Excel, Outlook, Teams - Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously - Bilingual (Spanish bilingual employees receive an additional pay differential)

NCD Benefits

- Company-paid health, dental, life, and disability insurance - 401(k) with employer match - Opportunity for professional development - Work from home allowance and support - Positive work environment

Compensation

$17.50–$18.50 per hour, based on experience and qualifications.

Location

McAllen, TX Dallas, TX