Bilingual Contact Center Specialist

About the position

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most. We are seeking a Bilingual Customer Experience Advocate to join our dynamic Employee Benefits Division call center. In this role, you will be the first point of contact for customers with inquiries related to Disability Benefits Law (DBL) and Paid Family Leave (PFL). You will play a critical role in enhancing the customer experience by providing timely, empathetic, and knowledgeable support. This position requires strong communication skills, a problem-solving mindset, and the ability to work collaboratively across business functions. This position operates during the department's business hours: Monday through Friday, 9:00 AM - 7:00 PM ET. Work schedules are assigned based on business needs, and team members must be available to work any shift within these hours. The role will begin on-site at our New York office located at 1225 Franklin Avenue, Garden City. Upon successful completion of training and meeting performance expectations, there is potential to transition to a hybrid schedule (2 days in-office, 3 days remote).

Responsibilities

• Deliver outstanding customer service to internal and external clients.
• Handle incoming calls regarding DBL and PFL with professionalism and empathy.
• Use active listening and effective questioning to identify customer needs.
• Investigate issues and propose appropriate solutions, ensuring follow-through.
• Strive for one-call resolution while managing calls efficiently.
• Accurately document all customer interactions.
• Communicate claim statuses clearly and effectively.
• Refer complex issues to Leads or Supervisors as needed.
• Process customer emails and maintain service standards.
• Meet or exceed individual and team performance goals.

Requirements

• Fluent in both English and Spanish (verbal and written).
• Exceptional customer service and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication.
• Ability to empathize and remain calm under pressure.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• High School Diploma or equivalent required.
• 2+ years of customer facing work experience required.

Nice-to-haves

• Associate's or Bachelor's degree in Business Administration, Finance, or a related field is preferred.
• 1+ years contact center experience preferred.

Benefits

• Comprehensive health, dental and vision insurance.
• Mental health benefits and an employee assistance program.
• Paid time off, paid parental leave, short-term disability, and a cultural observance day.
• Contributions to healthcare accounts.
• Pension plan.
• 401(k) plan with Company matching.
• ProHealth Rewards platform to improve wellbeing while earning cash rewards.