Job Description

We are currently recruiting for an experienced Bilingual Customer Care Analyst.

Essential Functions:

• Demonstrate excellent verbal and written communication skills in both English and Spanish.
• Deliver outstanding customer service to members and healthcare providers
• Respond to inquiries related to employee and dependent health benefits, including Medical, Dental, Vision, Short-Term Disability, Life Insurance, and AD&D.
• Effectively manage a high-volume call environment, handling approximately 75 calls per day.
• Utilize strong computer skills to research and resolve complex customer issues promptly and accurately.
• Actively listen and ask clarifying questions to fully understand and address customer concerns.
• Collaborate with internal departments to ensure timely and accurate resolution of service issues.
• Guide members in navigating the FCE website and accessing available resources.
• Maintain strong documentation and case notes in accordance with company policies.
• Build and maintain positive relationships with team members and customers to foster a collaborative environment.
• Consistently meet or exceed established performance metrics, including efficiency, call quality, and customer satisfaction.
• Adhere to work schedule with reliable attendance and punctuality.
• Maintain excellent attendance and punctuality as a critical requirement for success in this role.

Qualifications:

• High school diploma or equivalent required; bachelor's degree preferred.
• Bilingual (English/Spanish) required.
• 2+ years of experience in a call center or customer service environment, preferably in healthcare or employee benefits.
• Strong interpersonal and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced setting.

Benefits Offered:

We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefit packages, and outstanding advancement opportunities. For this reason, we offer a comprehensive benefits plan including the following:

· Competitive overall compensation package

· Career enhancement and growth opportunities

· 401(k) match up to 50% contribution

· Medical, dental, and vision coverage

· Life/AD&D insurance

· Accident/critical illness insurance

· FSA and HSA accounts

· Competitive paid time off

· Professional development/tuition funds

· Continuing education and career certification

· Employee engagement activities

· Service recognition compensation

· Work/life resources

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