Hybrid Bilingual Customer Service Representative (Spanish/English)

About the role

This hybrid position supports workers‑compensation claims operations by providing bilingual (Spanish/English) customer service to injured workers, employers and partners. You will work in rotational shifts, handling inquiries and ensuring claims progress smoothly while adhering to compliance and quality standards.

Key responsibilities

• Handle inbound and outbound interactions related to workers‑compensation claims in both languages.
• Document claim conversations and updates in the claims system with clear summaries.
• Review claim files for completeness and readiness for adjudication.
• Coordinate with internal operations teams to clarify claim questions and support workflow progression.
• Apply approved guidelines to routine claim service activities and respond to status requests with empathetic communication.
• Escalate complex or sensitive issues to senior team members.
• Perform data entry and validation for new and existing claims.
• Follow rotational shift schedules to provide continuous coverage.
• Identify recurring service issues and contribute to process‑improvement initiatives.
• Maintain confidentiality and data‑protection standards when handling sensitive information.

Required profile

• Foundational experience in a customer‑service environment with call handling or email support.
• Working knowledge of workers‑compensation claim concepts, including intake, documentation and basic benefit understanding.
• Fluent spoken and written communication in both Spanish and English.

Required skills

What we offer

• Hybrid work arrangement with rotational shift coverage.
• Opportunities for training and upskilling in claims practices and customer‑service techniques.
• Supportive global MNC environment focused on continuous improvement.