Bilingual Customer Service Advocate II

BlueCross BlueShield of South Carolina•Columbia, SC

1d•Onsite

About The Position

Provides prompt, accurate, thorough, and courteous responses to customer inquiries, which may be non-routine and require adapting standard screens, scripts, or procedures. Researches inquiries as needed to resolve them. This is a full-time, 40-hour-per-week, Monday-Friday, on-site position at 4101 Percival Rd, Columbia, SC 29229.

Requirements

High school diploma or equivalent.
Fluent spoken English and Spanish.
One year of claims processing or customer service experience, or a bachelor's degree in lieu of work experience.
Excellent verbal and written communication skills.
Proficient spelling, punctuation, and grammar.
Strong human relations and organizational skills.
Ability to handle high-stress situations.
Good judgment.
Ability to handle confidential or sensitive information with discretion.
Ability to learn and operate multiple computer systems effectively and efficiently.

Responsibilities

Respond accurately, promptly, and courteously to telephone, written, web, and walk-in inquiries.
Handle situations requiring adapted responses or extensive research, and accurately document inquiries.
Initiate or process adjustments and conduct research to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research, or assist with priority inquiries and special projects as required by management.
Provide management with feedback about customer problems, questions, and needs.
Maintain accurate records of complaints and other customer comments, and recommend changes to management.
Follow complaints through to resolution or report them to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Recommend procedural and technical changes identified during daily operations to support process improvements.
Meet departmental productivity, quality, and timeliness standards.
Assist with training new employees and cross-training coworkers.