Bilingual (Portuguese/English) Client Program Specialist

Channel Fusion•FL, FL

About The Position

This role is for someone who takes pride in both the quality of their client relationships and the precision of their operational work. You'll be measured on claims accuracy and processing speed against SLA. AI tools are part of how you'll hit those numbers. This is a role where the numbers are visible and matter.

Requirements

Bilingual fluency in Portuguese and English (speaking, reading, and writing), required for dealer communication and Portuguese language material review.
Comfortable making judgment calls on claim compliance against written program guidelines, and explaining that judgment to a dealer who disagrees with it.
Strong relationship-building skills and a customer-first orientation.

Nice To Haves

2+ years of experience in a client-facing, program administration, or operations role — B2B experience a plus.
Proficiency in data analysis, reporting, or marketing analytics tools.
Knowledge of co-op marketing programs, guidelines, and compliance requirements.
Comfort using AI tools to improve productivity and communication workflows.

Responsibilities

Portuguese/English client communication and relationship continuity
Day-to-day dealer support across inbound and outbound channels
Claims processing and preapproval decisions within program guidelines
Review of Portuguese-language marketing materials for brand and program compliance
Co-op budget optimization guidance for dealer partners
Dealer training and portal navigation coaching
Accuracy and efficiency metrics on your case load
Payment support coordination with the internal finance team and vendors (reissues, cancellations, payment tracking)
Claims & Preapproval Review: apply each client's specific program guidelines to review claims and preapproval requests. In co-op programs, the claim submission is the marketing material; reviewing it for brand and program compliance is the mechanism by which the claim decision gets made.
Process claims and preapprovals within defined SLA timeframes.
Maintain accuracy and processing efficiency as core performance metrics; this role is measured quantitatively as well as qualitatively.
Provide direct customer support across phone, email, and chat for client programs, handling inbound questions and issues as they arrive.
Follow documented company standards and procedures for support interactions, by channel.
Complete tickets and follow-ups within defined SLA timeframes.
Coordinate with internal finance team and vendors to track down payment details and set up reissues and cancellations, and be prepared to walk the customer through the process.
Continuously expand your knowledge of co-op marketing practices, industry trends, and compliance requirements. This is an ongoing professional development expectation.
Train and coach dealers and agencies to navigate and execute co-op activities through online portals.
Role model a customer-centric, collaborative culture, reinforcing team values through behavior.
Notice and contribute to operational efficiency improvements in processes, beyond your own casework.