Customer Service Representative- Health Insurance Advocate (Bilingual)

Accelerate with our nationally awarded company!

We are an established social services brokerage based in Brownsville, McAllen, and Harlingen looking to hire talented teammates to expand our social services to clients in need nationwide (from South Texas eastward to Florida and westward to California) in light of many government programs that have been enacted in recent years.

We have been awarded “top selling brokerage” in the nation from many of the world’s largest companies of the Dow Jones Index such as UnitedHealthCare (UHC), Anthem, BlueCross, Cigna, Humana, Molina, and Centene (Superior Ambetter).

Responsibilities

• Manage large amounts of incoming calls and walk ins.
• Ensures full customer satisfaction and maintains a friendly, helpful demeanor.
• Identifies and prioritizes problems and issues related to service area; assess customers’ needs to achieve satisfaction
• Maintains close contact with customer to give updates on progress toward resolution of issue or service request.
• Provide accurate, valid and complete information by using the right methods/tools
• Follow communication procedures, guidelines and policies
• Keep up with current events pertaining to Medicare, ACA/CMS announcements (SEP’s, new bills etc.)
• Meet personal/customer service retention team targets and call handling quotas
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers escalated unresolved customer issues to management for further investigation.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Troubleshoot escalated customer service issues with carriers if necessary
• Processes applications, releases, cancellations, adjustments, changes, requests, payments, and other related paperwork.
• Keeps records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken. High activity count is expected
• Ability to cover other branch office locations as necessary
• Oversee Office Upkeep
• Maintain ongoing relationships with customers well beyond enrollment
• Maintain a well-developed pipeline of prospects by engaging community to gain referrals

Qualifications

• Experience: 1-2 years of related experience
• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Basic computer skills required (i.e. email, VoIP phone system, use of copier/printer)
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Must be Bilingual / Fluent in Spanish
• Excellent verbal and written communication
• Service orientation
• TX General Lines License Life & Health

Job Type: Full-time

Pay: $30,000.00 - $40,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Experience:

• Customer service: 1 year (Preferred)

Language:

• Spanish (Required)

Ability to Commute:

• Brownsville, TX 78526 (Preferred)

Work Location: In person

Salary : $30,000 - $40,000