Note: The job is a remote job and is open to candidates in USA. WTW is a global company providing data-driven solutions in people, risk, and capital. They are seeking a Seasonal Bilingual Benefits Customer Service Representative to assist Spanish and English clients with their health care and pension plan enrollment and updates, ensuring a high level of service in a remote work environment.
Responsibilities
- Quickly build rapport and respond to Spanish speaking customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
- Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
- Safeguard confidential information (e.g., medical, health, financial, personal, etc.) with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
- Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
- Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
- Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
- Maintain and document complete and accurate call and case notes in English in a professional manner
- Regularly participate in team meetings and training
- Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner
- You will spend the majority of your time assisting customers
- Perform other duties as assigned
Skills
- Excellent Spanish language skills
- Move seamlessly between Spanish and English calls and translate calls into grammatically correct English call notes
- Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
- Ability to work in a structured environment – adhere to posted work schedule
- High level attention to detail, multi-tasking, and ability to organize work
- Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
- Ability to work autonomously in a self-paced, self-motivated team environment
- Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
- Ability to understand and follow oral and written instructions
- Ability to type 30 words a minute
- Experience working in a customer service environment
- High School degree required
- Associate or Bachelor's degree nice to have
- Working knowledge of health and welfare and/or defined benefit pension plans
- Experience working in a call center environment
Benefits
- WTW 401(k) Savings Plan
- Employee Assistance Program (EAP)
- Commuter Accounts program
Company Overview
WTW is a global advisory and solutions company that helps clients around the world turn risk into a path for growth. It was founded in 1828, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is https://www.willistowerswatson.com.Company H1B Sponsorship
WTW has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2024, 4 in 2023, 5 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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