Bilingual Customer Service Advocate II at BlueCross BlueShield of South Carolina in Augusta, Georgia

Job description

• Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquires may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

Responsibilities

• Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Accurately documents inquiries.
• Initiate or processes adjustments and perform other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Respond, research and/or assist with priority inquiries and special projects as required by management.
• Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management. Follow through on complaints until resolved or reports to management as needed.
• Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standards.
• Assist with the training of new employees and cross training of coworkers.

Requirements

• Required Education: High School Diploma or equivalent
• Required: Must be able to speak Spanish and English fluently
• Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• Required Skills and Abilities: 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.
• Software and Other Tools: Microsoft Office

Skills

Required

• Ability to handle high stress situations
• Good judgment
• Microsoft Office

Benefits

• We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.
• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more