Customer Care Representative – Bilingual

Position Purpose

Provide high-quality customer service in both English and Spanish by responding to customer inquiries related to insurance benefits, eligibility, provider contracts, and claims. The role is responsible for researching customer needs, providing accurate information and solutions, and ensuring timely and effective resolution of inquiries.

Key Responsibilities

- Respond to customer inquiries by phone and written channels regarding insurance benefits, eligibility, provider contracts, claims, and related services.
- Research and analyze information to identify appropriate solutions to customer and operational issues.
- Provide accurate and timely information to internal and external customers.
- Document customer interactions, actions taken, and outcomes accurately in the appropriate systems and databases.
- Use computerized systems and digital tools to gather information, track cases, troubleshoot issues, and manage customer requests.
- Conduct follow-up calls and written communications to address routine customer inquiries and provide updates.
- Coordinate with internal teams and specialists to ensure customer requests are handled appropriately and within established timelines.
- Manage multiple tasks and communication channels simultaneously while maintaining accuracy and service quality.
- Demonstrate empathy, professionalism, and persistence when addressing customer concerns and working toward complete resolution.
- Maintain strong attention to detail and focus while working in a fast-paced customer service environment.




- Complete required training and comply with established procedures, quality standards, and business requirements.
- Perform other duties as assigned.

Requirements

Education & Experience

- High School Diploma or equivalent.
- Minimum of 6 months of related customer service experience, preferably in an automated customer service or contact center environment.
- Equivalent combination of education and experience may be considered.

Knowledge & Skills

- Bilingual proficiency in English and Spanish, both spoken and written.
- Ability to successfully complete a validated language assessment.
- Strong verbal and written communication skills.
- Computer literate with the ability to navigate multiple systems and digital platforms.
- Strong customer service and interpersonal skills.
- Ability to multitask and manage multiple customer interactions and information simultaneously.
- Strong attention to detail, critical thinking, and problem-solving skills.
- Empathy and a customer-focused approach.
- Ability to remain focused and productive in a fast-paced, high-pressure environment.
- Ability to successfully complete required pre-employment assessments and training.

Work Arrangement

- Fully remote / Work-from-home position.
- Candidates must have a suitable home environment and reliable internet connection to perform the responsibilities of the role.
- The position follows a structured work schedule, with occasional overtime or schedule flexibility based on business needs.
- Employees may be required to report to a local office periodically, when necessary.

📌 Customer Care Representative (San Juan)
🏢 BMA Group
📍 San Juan