Bilingual Call Center Representative

Salary Range : $17.42 - $26.14 Hourly

Job Details

The stated pay range is based on a national-average location. Actual salary is determined by factors including relevant work experience, skills and location.

CNO’s Worksite Division, Optavise, is hiring a Bilingual Call Center Representative to effectively provide support to members as they navigate their employer-sponsored benefit programs on the Optavise benefits administration platform. The goal is to enable the member to make informed decisions and use their benefits fully to benefit most from the programs, as well as meet the business objectives and goals of the employer. Representatives primarily receive incoming requests from members to resolve simple technology transactions, benefits eligibility issues, or assistance with enrollment.

This is a great opportunity to be introduced to Optavise solutions and grow along with the company.

As a Bilingual Call Center Representative,your responsibilities will include:

• Consult with members who require help/guidance/actions with regards to their employer-sponsored benefit program(s). This includes technical support; simple benefits questions; edit/update employee details; view/update pending elections; confirmation of coverage, HSA, HRA and FSA explanations; and other technical support to manage employee data/interactions.
• Execute on call documentation, follow up, and resolution protocols which include verification of employees; asking probing questions to accurately assist the employee; use of appropriate resources to properly address issue; provide follow up expectations to caller before closing the call, resolve open issues.
• Advise on Open Enrollment activities, providing technical support for enrolling employees on the benefits available to them.
• Conduct external outreach calls as defined by the leadership team on behalf of clients who require outreach on special programs and support for Open Enrollment.
• Determine and execute the best resolution to assist employees based on their unique needs or requests. Collaborate with senior team members and/or supervisors for escalations where additional support is required to support an employee request.
• Troubleshoot system issues and accurately communicate issues that require resolution from other team or business areas.
• Assist with other employee support teams that require Call Center assistance.

The Bilingual Call Center Representative positionis well-suited for you if you:

• Demonstrate an intermediate level of healthcare literacy and a knowledge of HIPAA guidelines, PHI and PII guidelines, and current healthcare legislation that may impact employer-based benefit programs.
• Communicate complex information clearly and persuasively to provide support to all members and their dependents
• Collaborate effectively with peers to provide excellent service to members through case resolution.
• Set expectations for time-sensitive follow ups, and how the issue will be managed, including possible outcomes.
• Explain benefits issues to employees effectively.
• Build rapport with member using friendly, courteous, and professional manner.
• Maintain a positive attitude in the face of challenging or difficult situations.

What you’ll need:

• High school diploma or equivalent.
• Written and Spoken fluency in both English and Spanish.
• Ability to work Noon - 9pm ET. (Training 9am-6pm ET for 2 weeks)
• Life, Health & Annuity Required Licensing and Coverage (Company will support applicants with obtaining license)
• Active resident state health and life insurance license
• Non-resident licenses as required for client assignment (company paid)
• Active errors and omissions insurance (company paid)
• Ability to be appointed by all major insurance carriers
• 1-3 years in a customer service/Call Center or benefits administration role.
• Excellent customer service and problem-solving techniques to identify issues, root causes and possible solutions.

What will set you apart:

• Associate degree.
• 4+ years of experience in a customer service/Call Center environment.

The Company offers the following benefits for this position, subject to applicable eligibility requirements:

• medical insurance
• dental insurance
• vision insurance
• 401(k) retirement plan with company match
• short-term & long-term disability insurance
• Paid time-off and corporate holidays,
• paid parental leave
• company paid life insurance

Click on this link for additional information.

CNO embraces flexibility and encourages you to work where you’re most productive. Associates who live within a 60-mile radius of a corporate office (Birmingham, Carmel, Chicago, Orlando and Milwaukee) have access to come into that office.

Associates who live outside of a 60-mile radius of a corporate office (Birmingham, Carmel, Chicago, Orlando and Milwaukee) may perform this role full-time work from home (WFH) from any US based location, as long as you are willing to work central or eastern time zone hours.

All associates may be asked to travel to varying corporate offices periodically.

Work cannot be performed from outside of the United States.

Optavise is a trusted benefits partner for business owners and human resources professionals who work hard to build and maintain a healthy, happy workforce. Through Optavise’s cohesive suite of products and services, we guide employers and employees through their healthcare choices to help reduce costs and increase benefits engagement. We streamline administration for employers and educate employees about benefits and care options, making it easy for them to choose and use their benefits wisely. Optavise provides a first-of-its-kind benefits solution, including:

• Benefits administration technology for a streamlined enrollment process
• Customizable selection of voluntary benefits that employees want and need
• Year-round benefits education, communications and advocacy to inform and empower employees to become better healthcare consumers
• Expert resources, helping employees maximize their benefits and make more informed choices for themselves and their family members.

Our goal is to help people make good healthcare decisions. By simplifying administration and making benefits easier to understand, we help drive employee engagement and satisfaction, and save employers time and money.

Optavise is the worksite marketing brand of CNO Financial Group. CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $35 billion in total assets. Our 3,400 associates, 8,600 exclusive agents and independent partner agents guide individuals, families and businesses through a lifetime of financial decisions.

We are financially strong and well positioned for continued growth, and we are grounded in our core values of Diversity, Equity & Inclusion (DE&I); Integrity, Customer Focus, Excellence, and Teamwork. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Philadelphia, Orlando and Milwaukee.

At CNO Financial Group, we’re always looking forward—to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We're looking for ambitious people who want to do more. We'll provide you with opportunities to grow your skills through challenging professional experiences.

If you're looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Compensation

Pay Range: $17.42 - $26.14 Hourly

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

ReqID : JR167995

Job Type : Full time