Member Care Advisor - Bilingual

About the role

NCD is seeking a remote Bilingual Customer Care Advisor to provide the highest level of phone service and support to our customers in a timely manner. This position is 100% work from home, requiring a distraction-free workspace for professional conversations. The role includes 2-4 weeks of paid remote training, with equipment provided.

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 the 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, and training exercises.

Requirements

• 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, and Teams.
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously.
• Bilingual (Spanish); bilingual employees receive an additional pay differential.

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.

Pay

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