Bilingual Customer Service Rep

Overview This position works in a call center environment, handling incoming emails and calls from plan sponsors. The role involves applying company policies to resolve client issues, escalating challenges to management when necessary, and collaborating cross‑functionally to ensure client satisfaction. Responsibilities Assist with a book of business consisting of advisors and sponsors to meet their servicing needs and handle administration issues. Manage client expectations to avoid misunderstandings with process and timing standards. Collaborate across internal teams to resolve client issues. Identify and address system tickets at the point of initial contact. Share data‑driven insights with product teams to improve the platform and planning roadmap. Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues. Conduct timely follow‑up to ensure the highest level of service. Create tickets and provide follow‑up as required. Support the team with complaints, troubleshooting problems, and providing solutions, escalating to Legal and Compliance as needed. Document interactions within tooling to update client accounts. Additional Skills & Qualifications Strong customer service and administrative skills. Excellent problem‑solving and critical thinking ability. Strong attention to detail. Call center experience preferred. Financial services experience preferred. Bilingual Spanish preferred. Job Type & Location Contract to Hire position based out of Scottsdale, AZ. Compensation The pay range for this position is $24.00 – $25.00 per hour. Benefits Medical, dental & vision Critical illness, accident, and hospital coverage 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available Life insurance (voluntary life & AD&D for employee and dependents) Short‑ and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time off / leave (PTO, vacation or sick leave) Workplace Type Hybrid position in Scottsdale, AZ. Application Deadline Position anticipated to close on Jul 9, 2026. Equal Employment Opportunity Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr