Customer Service Representative – Bilingual Workers Compensation

About the role

This position provides empathetic, bilingual (Spanish/English) support for workers compensation insurance claims. Operating in a hybrid environment with rotational shifts, the representative ensures claim inquiries are handled end‑to‑end, meeting regulatory standards and fostering fair outcomes for claimants.

Key responsibilities

• Deliver courteous, accurate service across phone, email and chat for workers compensation claim inquiries.
• Explain policy coverage, claim status and next steps in clear Spanish and English.
• Collaborate with internal claims handlers to streamline case activities and reduce cycle time.
• Document every interaction and claim detail in the case‑management system for compliance and reporting.
• Guide claimants through required forms and documentation, minimizing errors.
• Monitor active claims, proactively follow‑up with stakeholders, and ensure no case is left unattended.
• Maintain consistent service quality across rotational shifts and hybrid work settings.
• Identify potential regulatory issues early and escalate when necessary.
• Contribute feedback on recurring pain points to improve processes.

Required profile

• Bilingual fluency in Spanish and English.
• Strong communication skills with the ability to simplify complex claim decisions.
• Attention to detail and commitment to data privacy and confidentiality.
• Flexibility to work rotational shifts in a hybrid environment.
• Customer‑focused mindset with empathy for claimants.

Required skills

• Proficiency with case‑management software.