The primary objective of the Bilingual Call Center Agent is to answer and respond to callers in need of assistance in completing forms based on a government website. All work must work be completed through workflows established in the Operations Delivery Center and must comport with specified internal standards and processes documented in customer contracts.
As a Call Center Agent, this is your opportunity to:
- Respond to inbound calls and requests for customer assistance and support in completing forms on a government website
- Follow approved scripts for handling calls that are referred to UST Global from an external toll-free number
- Ensure that forms and applications are completed in an efficient, compliant and accurate manner
- Review forms and applications for accuracy
- Print completed documents
- Adhere to contract standards for productivity, accuracy and quality
- Maintain a professional and courteous demeaner
- Uphold HIPAA privacy rules and safeguard confidential customer information at all times
**This position is critical to overall operational compliance with Government (federal and state agencies); the Analyst must immediate report suspected, identified or otherwise known compliance infractions, confidentiality and security breaches of sensitive customer information.
You bring:
High school diploma or GED
- Experience processing documentation in an administrative capacity
- Strong written and verbal communication skills
- Ability to adapt and work both independently and collaboratively in a fast-paced dynamic environment
- Ability to adhere to an assigned schedule
- Spanish speaking and written language proficiency preferred
For this role, we value:
- The ability to adapt quickly to a fast-paced environment
- Excellent written and oral communication skills
- Empathy and compassion for the customers we serve