Bilingual Spanish Service Center Representative

Role overview Provide insurance policy and service guidance to customers in both Spanish and English. This remote, multi-channel position is centered on inbound phone support, with email and chat responsibilities as business needs require, and involves account servicing, problem-solving, and coordination with internal teams.

Responsibilities - Respond to questions about insurance coverage, policy language, billing, payments, complaints, and online account access. - Explain options clearly in Spanish and English and help customers use online and self-service tools. - Process policy updates and payment requests, maintain customer records, and document interactions accurately. - Support people through sensitive situations, including grief or distress, with patience and professionalism. - Investigate matters that cannot be resolved during the initial contact, coordinate with other teams, and follow up with customers. - Work toward service quality, accuracy, productivity, customer satisfaction, and schedule expectations; contribute to team improvements and assist with colleague training when needed.

Requirements - 3–5 years of customer service experience and a demonstrated focus on service quality. - Strong Spanish and English communication skills for speaking with customers and explaining insurance concepts. - Experience managing high-volume inbound phone work and meeting performance targets. - Empathy, flexibility, sound judgment, and professionalism in complex or emotionally difficult conversations. - Confidence using several computer systems at once, including customer relationship and service tools; ability to troubleshoot and learn new technology.

Nice to have - Experience in a contact center or financial services environment.

Benefits and work setup - Fully remote within the province where the employee resides, with scheduled shifts, structured training, and ongoing coaching. - Listed offerings include health, dental and well-being coverage, retirement contributions, paid vacation, learning opportunities, and a paid volunteer day; some may apply only to certain employment statuses.