Member Care Advisor - Bilingual

Summary: 

Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD has an opportunity for a remote Bilingual Customer Care Advisor to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner. 

This position is 100% work from home. All remote employees must maintain a workspace that allows professional conversations free from distractions and/or background noise. This position requires 2-4 weeks of paid remote training. Equipment will be provided. 

Essential Duties and Responsibilities: 

• Handles both inbound and outbound communication with members and/or providers. 

• Communicates with clients across multiple channels, including phone, email, and chat. 

• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions. 

• Refers new product enrollment or changes to existing enrollment to a licensed agent. 

• Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation. 

• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact. 

• Continually maintains working knowledge of all company products and services. 

• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits. 

• Builds trust with members across the healthcare life cycle and improves member retention. 

• Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence. 

• Attends and participates in team meetings, skill builders, training exercises. 

Qualifications: 

• 2+ years of customer service or call center experience 

• College degree preferred, but not required 

• Excellent verbal and written communication skills 

• Proficient computer skills including MS Word, Excel, Outlook, Teams 

• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously 

• Bilingual (Spanish bilingual employees receive an additional pay differential) 

NCD Benefits: 

• Company-paid health, dental, life, and disability insurance 

• 401(k) with employer match 

• Opportunity for professional development 

• Work from home allowance and support 

• Positive work environment 

Compensation: $17.50–$18.50 per hour, based on experience and qualifications.

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