Bilingual Customer Service Representative – Workers Compensation

About the role

We are looking for a bilingual Customer Service Representative to handle workers‑compensation claims for a global insurance client. The role is performed remotely and follows a rotational shift schedule, requiring clear communication in both Spanish and English.

Key responsibilities

• Manage end‑to‑end claim intake, gathering detailed information from policyholders and injured workers.
• Review incident descriptions, medical notes and wage details to validate coverage and determine next steps.
• Provide updates and request documentation through phone and written channels in Spanish and English.
• Coordinate with internal adjusters, medical providers and employer contacts to ensure timely investigation and resolution.
• Document all activities in claim management systems and adhere to regulatory and confidentiality standards.
• Analyze claim trends, propose process improvements and support continuous‑improvement initiatives.
• Collaborate with underwriting, billing and operations to resolve data discrepancies.
• Assist in training teammates by sharing best practices and FAQs.

Required profile

• 2‑3 years of customer‑service experience handling complex or sensitive interactions.
• Practical knowledge of workers‑compensation claim lifecycle from first notice of loss to closure.
• Fluent reading and writing proficiency in Spanish and English.
• Ability to work efficiently in a rotational shift environment.

Required skills

• Proficiency with claim‑management and customer‑service platforms.