[Hiring] Bilingual Inbound Contact Rep @Humana

Role Description

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

The Bilingual Inbound Contacts Representative serves as a primary point of contact for customers, providing support through phone, digital, and written channels in both English and Spanish. This role handles a variety of customer inquiries, resolves issues, and delivers accurate information while ensuring a positive customer experience.

• Respond to customer inquiries, including benefits-related questions, issue resolution, and member education.
• Provide professional customer support in both English and Spanish to help customers understand benefits, programs, and available resources.
• Accurately document customer interactions, inquiries, concerns, and transactions, ensuring timely follow-up and resolution.
• Escalate unresolved issues to the appropriate team when needed.
• Apply established policies, procedures, and best practices to resolve customer needs efficiently.
• Use strong problem-solving and decision-making skills to deliver high-quality service.
• Manage workload and priorities effectively while working with minimal supervision.
• Exercise sound judgment and make informed decisions within established guidelines to support customer satisfaction and business objectives.

Qualifications

• Minimum of 3 years of customer service experience in a professional environment.
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively both verbally and in writing.
• Strong customer service and problem-solving skills, with a commitment to delivering a positive customer experience.
• Ability to explain information clearly and effectively to diverse customer populations.
• Strong attention to detail and accuracy when documenting information and completing tasks.
• Proficiency using computers and navigating multiple applications simultaneously.
• Ability to manage multiple priorities in a fast-paced environment.
• Passion for contributing to an organization focused on improving consumer and member experiences.

Requirements

• Experience in a contact center, customer support, member services, or a related customer-facing role.
• Experience supporting healthcare, insurance, benefits, or other regulated industries.
• Experience handling complex customer inquiries and issue resolution.
• Experience providing customer support in both English and Spanish.
• Post-secondary education, professional training, certifications, or an equivalent combination of education and experience.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance.
• Many other opportunities for personal wellness and smart healthcare decisions.