Bilingual Spanish Customer Service Professional

Responsibilities

• Deliver exceptional service on approximately 30–40 inbound calls per day, responding to participant needs with professionalism, empathy, and accuracy.
• Process retirement account transactions, including account and investment changes, withdrawals, loans, and other eligible requests.
• Explain retirement account information and plan-specific provisions clearly, helping participants understand their options and make informed decisions.
• Guide participants through required forms and supporting documentation, including explaining incomplete submissions, rejections, and next steps.
• Recommend participant-focused solutions, resolve issues at the first point of contact whenever possible, and initiate exceptions within established guidelines.
• Maintain current knowledge of company policies, procedures, and processes while meeting service standards for customer feedback, productivity, accuracy, reliability, and first-contact resolution.

Qualifications

• Fluency in both English and Spanish is required, with excellent verbal and written communication skills in both languages.
• At least two years of customer service experience, ideally in a high-volume contact center or financial services environment.
• Proven ability to build positive customer relationships, communicate professionally with diverse personalities, and confidently navigate unfamiliar or complex requests.
• Strong digital aptitude, including the ability to guide customers through website and mobile app navigation, registration, and account access or reset processes.
• Excellent organization, prioritization, multitasking, and attention to detail, with the ability to manage multiple cases efficiently in a fast-paced environment.
• Demonstrated ownership, sound judgment, and ability to work independently and collaboratively; post-secondary education, industry certification, and knowledge of 401(k), pension, or equivalent retirement plans are considered assets.

When You Join Our Team