Bilingual Russian Customer Service Representative

Job Description:

  • Answer incoming calls from consumers, prospective enrollees, and people assisting enrollees
  • Respond effectively to inbound and outbound contacts
  • Track and document inquiries using applicable systems
  • Process healthcare coverage applications by telephone, including tax household and income information, eligibility determinations, Marketplace determinations, and health-plan enrollment
  • Transfer or refer consumers to appropriate entities
  • Process life-event changes, demographic updates, disenrollment requests, and special enrollment periods
  • Fulfill caller requests for materials via mail, email, or download
  • Facilitate translation services for non-English-speaking callers
  • Escalate calls or issues for resolution
  • Attend meetings and trainings and maintain current knowledge of programs and systems
  • Respond to inquiries under confidentiality and privacy policies
  • Meet Quality Assurance and other key performance metrics
  • Adhere to established safety standards
  • Remain stationary for extended periods
  • Occasionally lift, carry, or move items weighing up to 25 pounds
  • Perform other duties assigned by management

Requirements:

  • High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience
  • Proficiency in English and Mandarin, Cantonese or Russian, or proficiency in both Spanish and Haitian Creole
  • Must be able to speak, read, and translate in Russian and English fluently
  • Residency within 100 miles of New York, NY
  • Must currently and permanently reside in the Continental US
  • Internet speed of 20 Mbps or higher
  • Connectivity via Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
  • Strong data entry and telephone skills
  • Excellent organizational, interpersonal, written, and verbal communication skills
  • Ability to perform comfortably in a fast-paced work environment
  • Ability to execute many complex tasks simultaneously
  • Ability to work as a team member and independently
  • Previous experience with computers, phone systems, and headsets preferred
  • Previous customer service experience preferred

Benefits:

  • Quarterly bonuses based on performance
  • Medical, Dental, Vision, Prescription, and partially funded HSA plans
  • Life insurance benefits
  • Discounts on Auto, Home, Renter's, and Pet insurance
  • 401K Retirement Savings plan and Company Matching
  • Paid time off, holidays, and sick leave
  • Short- and Long-Term Disability coverage
  • Employee Assistance Program (EAP) supporting physical, emotional, and financial wellness
  • Recognition platform
  • Tuition reimbursement
  • Employee perks and discounts
  • Maximus Wellness Program and Resources
  • Professional development opportunities, including training programs, workshops, and conferences
  • Paid, comprehensive training
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