Bilingual Customer Service Representative, Employee Benefits

Gallagher • Livonia, MI

79d

About The Position

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation. We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. Part D Advisors (PDA) is a custom solutions provider that recovers lost funds and generates future savings in healthcare costs without compromising member benefits or increasing premiums. With a breadth of experience in both Retiree Drug Subsidy (RDS) administration and Dependent Eligibility Verification (DEV) services, we’ve collected more than $1 billion in subsidies for our RDS customers and produced an average ROI of $14 to $1 for DEV clients. The Bilingual Customer Service Representative is responsible for providing high-quality support services by managing incoming telephone calls, emails, mailings, and other electronic communications from clients and their participants. This role requires professional and effective communication, particularly in both Spanish and English, and involves handling sensitive and confidential information with accuracy and discretion. The representative will also manage documentation using proprietary software and document management systems. This position is onsite located in Livonia, Michigan.

Requirements

• High school diploma and a minimum of 1 year of customer service experience.
• Strong typing and basic computer skills.

Nice To Haves

• Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word.
• Fluent in reading and writing in both Spanish and English.

Responsibilities

• Demonstrate fluency in reading, writing, and speaking both Spanish and English.
• Respond promptly and professionally to incoming calls and participant inquiries using approved scripts and guidance; escalate complex or irate calls to senior staff as needed.
• Retrieve and respond to voicemail messages from survey participants, logging relevant information into the REV system.
• Conduct outbound calls to gather missing or unclear survey responses.
• Acquire and apply knowledge of client-specific eligibility rules and documentation requirements.
• Review and enter participant verification forms and REV portal responses, updating demographic information as needed.
• Efficiently scan and organize large volumes of paper documents, ensuring image clarity and proper grouping of participant responses.
• Assist with client mailings, including printing, stuffing, posting, mail merging, and preparing custom forms and postcards; identify and correct incomplete or inaccurate address information.
• Maintain strict confidentiality of all participant data and communications.
• Handle incoming calls from Spanish-speaking and other Latin American participants.
• Occasionally perform front desk reception duties, including greeting visitors.
• Perform additional duties as assigned or as business needs evolve.

Benefits

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave
• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees