Bilingual (Portuguese/English) Client Program Specialist

About Channel Fusion Channel Fusion provides brands and their channel partners with an ecosystem of Channel Fusion is building and growing the infrastructure that powers co-op marketing programs for enterprise brands and their dealer networks. As a Bilingual Client Program Specialist, you will be the front-line partner for Portuguese and English-speaking clients by helping dealers optimize their marketing investments, navigate program guidelines, and trust that their claims and preapprovals are handled with accuracy and care. This is a role for someone who takes pride in both the quality of their client relationships and the precision of their operational work. You'll be measured on claims accuracy and processing speed against SLA. AI tools are part of how you'll hit those numbers. This is a role where the numbers are visible and matter. Ownership & Scope You Own You Do NOT Own Portuguese/English client communication and relationship continuity Day-to-day dealer support across inbound and outbound channels Claims processing and preapproval decisions within program guidelines Review of Portuguese-language marketing materials for brand and program compliance Dealer training and portal navigation coaching Accuracy and efficiency metrics on your case load Payment support coordination with the internal finance team and vendors (reissues, cancellations, payment tracking) Program rule design or client contract terms are owned by Client Program Leads Technical platform issues or site defects are owned by Engineering/IT Marketing strategy for dealers: you advise on compliance. Final escalation authority on disputed claims is owned by Client Program Leads What You'll Do Claims & Preapproval Processing Claims & Preapproval Review: apply each client's specific program guidelines to review claims and preapproval requests. In co-op programs, the claim submission is the marketing material; reviewing it for brand and program compliance is the mechanism by which the claim decision gets made. Process claims and preapprovals within defined SLA timeframes. Maintain accuracy and processing efficiency as core performance metrics; this role is measured quantitatively as well as qualitatively. Provide direct customer support across phone, email, and chat for client programs, handling inbound questions and issues as they arrive. Follow documented company standards and procedures for support interactions, by channel. Complete tickets and follow-ups within defined SLA timeframes. Coordinate with internal finance team and vendors to track down payment details and set up reissues and cancellations, and be prepared to walk the customer through the process. Continuously expand your knowledge of co-op marketing practices, industry trends, and compliance requirements. This is an ongoing professional development expectation. Train and coach dealers and agencies to navigate and execute co-op activities through online portals. Role model a customer-centric, collaborative culture, reinforcing team values through behavior. Notice and contribute to operational efficiency improvements in processes, beyond your own casework. Qualifications Required Bilingual fluency in Portuguese and English (speaking, reading, and writing), required for dealer communication and Portuguese language material review. Comfortable making judgment calls on claim compliance against written program guidelines, and explaining that judgment to a dealer who disagrees with it. Strong relationship-building skills and a customer-first orientation. Preferred 2+ years of experience in a client-facing, program administration, or operations role — B2B experience a plus. Proficiency in data analysis, reporting, or marketing analytics tools. Knowledge of co-op marketing programs, guidelines, and compliance requirements. Comfort using AI tools to improve productivity and communication workflows. #J-18808-Ljbffr Channel-Fusion