Bilingual Customer Service Representative

About the Role

• Serve as a key point of contact for customers, providing professional and accurate support in both English and Spanish for routine and complex inquiries.
• Research and resolve issues.
• Educate customers on applicable plans, policies, procedures, tools, and resources.
• Document interactions.
• Coordinate with appropriate teams when additional review is required.
• Handle inbound brokerage inquiries related to application status, contracting, appointments, certifications, commissions, and producer eligibility.
• Process Medicare contracts and appointments.
• Verify certifications.
• Review commission inquiries.
• Perform data entry.
• Assist with credentialing and recredentialing questions.
• Support background check review and documentation.
• Emphasize accuracy, ownership, compliance, and delivering a positive customer experience in both English and Spanish.

Requirements & Tech Stack

• Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers in both languages.
• Must be located in either Eastern or Central Time Zone.
• Strong verbal and written communication skills with a customer-focused and empathetic approach.
• Strong research, problem-solving, and analytical skills.
• Ability to navigate multiple systems, applications, and resources simultaneously.
• Strong attention to detail and accuracy when processing contracts, appointments, certifications, commissions, and producer information.
• Ability to understand and apply established policies, procedures, and regulatory requirements.
• Strong data entry and documentation skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Demonstrated accountability and ownership in researching and resolving customer inquiries.

Qualifications

• High school diploma or equivalent (GED) required.

Preferred Qualifications

• Previous customer service, call center, broker services, or health insurance experience.
• Experience supporting brokers, producers, agents, or other external business partners.
• Knowledge of Medicare products, contracting, appointments, certifications, and commissions.
• Familiarity with health insurance terminology, benefit plans, enrollment processes, and regulatory requirements.
• Experience working across multiple systems in a high-volume service or processing environment.
• Proficiency with Microsoft Office applications.
• Strong organizational, research, problem-solving, and time-management skills.

Work Environment

• Anticipated Weekly Hours: 40
• Time Type: Full time

Compensation

• Pay Range: $17.00 - $34.15 (hourly base rate)

Benefits

• This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.