Bilingual Customer Support Specialist

Join a dynamic organization that prioritizes a strong culture, career growth, and comprehensive benefits, empowering professionals to make a meaningful impact every day. Build your future in a role where your expertise is valued and your contributions drive real results.

Primary Services is excited to announce the role of Bilingual Customer Support Specialist for a large and well-established client. This role is in a structured, high-performing claims team where attention to detail and analytical skills are essential. The Bilingual Customer Support Specialist will play a critical role in guiding claims through the adjudication process, ensuring accurate coverage determinations, and delivering clear communication to homeowners.

Responsibilities

• Respond to high volumes of claim authorization requests with professionalism and efficiency.
• Evaluate claims eligibility by reviewing diagnosis, product details, tenure, and contract terms.
• Interpret contract language to determine coverage qualification and liability.
• Process cash settlement offers and coordinate contractor dispatch requests.
• Enforce contractor pricing agreements and communicate claim outcomes to homeowners.
• Adhere to call center performance metrics and quality assurance standards.
• Execute timely follow-ups to ensure claims are resolved accurately and efficiently.
• Support cross-functional teams with claim reviews and decision-making processes.
• Participate in resolving complex and sensitive claims as part of a focused remediation team.
• Provide escalation support and subject matter expertise to contact center personnel.
• Analyze customer coverage to recommend additional plan options that enhance benefits.

Qualifications

• High school diploma or equivalent required.
• 2–4 years of experience in claims authorization or a contact center environment preferred.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience interpreting contracts and applying terms and conditions to real-world scenarios.
• Ability to manage multiple priorities under strict deadlines and performance metrics.
• Experience handling claim adjudication, liability determination, or similar processes.
• Knowledge of call center operations and quality assurance standards.
• Demonstrated experience in negotiation, mediation, or conflict resolution.
• Ability to clearly communicate complex information in both written and verbal formats.
• Experience with upselling or recommending additional services based on customer needs.