Bilingual Client Support Specialist II

Essential Duties and Responsibilities:
- Respond to customer, client, or stakeholder inquiries via telephone, Interactive Voice Response (IVR), web based portals, correspondence, or system based workflows in accordance with established policies, procedures, performance standards, and confidentiality/privacy requirements.
- Respond effectively to all forms of inbound and outbound contacts.
- Provide informed, objective responses to complex, sensitive, or escalated inquiries related to program eligibility, enrollment, services, or benefits
- Accurately track, document, and record all inquiries, complaints, comments, actions taken, and transactions in applicable systems.
- Navigate multiple computer systems and databases to retrieve, research, analyze, verify, and enter information while maintaining a high degree of accuracy and attention to detail.
- Apply program policies, procedures, and contract compliance provisions to resolve issues and determine appropriate actions or referrals.
- Investigate and resolve complex or escalated issues originating from multiple service channels.
- Transfer or refer customers to appropriate internal or external entities according to established guidelines.
- Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery.
- Facilitate translation or interpretation services for non English speaking customers according to procedures.
- Process enrollment, disenrollment, and other program transactions in accordance with established production, quality, and performance standards.
- Assist lower level Customer Service Representatives by responding to escalated questions or participating in escalated customer interactions.
- Identify issues, trends, or problems affecting operations or service delivery and promptly report concerns to management as appropriate.
- Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
- Maintain confidentiality and security of customer, provider, and program information at all times.
- Meet or exceed established productivity, quality assurance, and performance metrics.
- Attend required meetings and trainings and maintain up to date knowledge of programs, systems, policies, procedures, and compliance requirements.
- Perform other related duties as assigned by management.

Minimum Requirements

- High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience.

- Must be fluent in English and specified secondary language.

- Must be willing and able to work a shift between the hours of 8:00am-6pm CST, Monday-Friday.

- Must be able to read, speak, and write in both English and Spanish.

- Must be a current resident of Illinois.

- Must have experience on the Illinois Client Enrollment Services (IL CES) project.

- Must be willing and able to travel to our Chicago, IL office once a month.

Home Office Requirements

- Inter...