Problem Resolution Associate (Bilingual)

Position Overview We are looking for a Bi‑Lingual (Spanish/English) Problem Resolution Associate at our call center in Round Rock, TX. Work is performed in a hybrid setting at both home and on‑site, from 7:00 AM to 7:00 PM, Monday through Friday, at 810 Hester’s Crossing, Suite 250, Round Rock, TX 78681. Typical Responsibilities Utilize interpersonal skills and on‑the‑job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy. Recognize and acknowledge the need for additional research to resolve customer‑reported issues and handle casework throughout the shift. Clarify customer requirements: probe for and confirm understanding of requirements or problems as first contact resolution; confirm customer understanding of solutions and provide additional assistance or education as needed. Prepare and complete accurate work and update customer/employee files in the database, as authorized. Stay current on clients’ programs and services through ongoing training provided by Strada and self‑study. Use decision‑support tools to answer complex questions; stay current on client programs and provisions through ongoing training. Maintain broad knowledge of services. This role is the Tier 1 call center position for various service towers such as Benefits, Organizational Management, Human Resources, Recruiting, Pay, and Time/Leave. Participate in activities designed to improve customer satisfaction and business performance, and solve problems that are sometimes unstructured and may require conceptual thinking. Required Experience High School diploma or GED. Fluent in writing, reading, and speaking Spanish and English. Knowledge of basic computer operations. Demonstrated excellent customer service/support skills. Excellent written and oral communication skills. Comfortable working in a performance‑based and structured environment while demonstrating high ethical standards. Organizational skills, including the ability to multi‑task, set priorities, and follow up in a timely manner. Ability to collaborate, work in a team environment, and work independently while making sound decisions. Flexibility to work any 8‑hour shift between 7:00 AM and 7:00 PM, Monday‑Friday, and extended hours if necessary. Preferred Experience Experience in Health Care, Human Resources Services, or Financial Services. Benefits Health coverage options, wellbeing and support programs, retirement plans, vacation and sick leave, maternity, paternity, and adoption leave, continuing education and training, and a number of voluntary benefits. Salary Pay Range $28,770.00 – $53,430.00 EEO Statement Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans, and other covered veterans. Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and held religious beliefs, practices, or observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodation or modification by contacting their recruiter. Strada is committed to a diverse workforce and is an affirmative action employer. #J-18808-Ljbffr Strada