Customer Experience Associate II
Specific Responsibilities:
- Take calls for our Injured Employees and Complete a Loss documentation report.
- The agent will follow established protocols with our clients and determine if call requires triage with Nurse.
- Following established procedures agents will follow the life cycle of claim towards its completion.
- The agent will provide Translation Services to other members of the business unit. This includes but is not limited to online translation from Peer to Injured Employee, taking over Reports to complete them and determinate triage and receive warm transfer calls to provide Spanish speaking service to specific Client calls.
- Complete additional work assignments as required by management, working both individually and in a team environment with a focus on responding to provider issues and direct problem resolution while exhibiting courtesy and professionalism for all co-workers and customers.
Job Requirements:
- English level C1 or C2 proficiency required.
- Proficient in real-time translation: Spanish to English and English to Spanish. Preferably with experience in fast-paced environments requiring accurate and culturally sensitive communication. Certified Translator would be preferrable but not a must
- Good Written and Reading comprehension skill required.
- Experience in Customer Service and Call Center metrics is required but not Mandatory.
- Skilled in the use of computers and Office packages, Teams and Outlook.
- Schedule availability
