Bilingual Intake Specialist

Description:

This bilingual CSR II position serves as a frontline customer service representative for Federal Employees Health Benefits (FEHB) and Postal Service Health Benefits (PSHB) Program enrollees, providing inbound telephone support in English and Spanish for dependent eligibility verification.

The CSR II responds to questions regarding dependent eligibility verification requirements, acceptable documentation, submission deadlines, case status, and verification processes, and assists English- and Spanish-speaking enrollees with Portal access, document submission, and navigation of program resources.

Remote: Must reside within 50 miles of McAllen, TX location

Please note: This position is contingent upon contract award.

Essential Duties and Responsibilities:
 

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
• Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed, provide input on call trends, processes, procedures, and training.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Provides inbound telephone support in English and Spanish to enrollees on dependent eligibility verification requirements, acceptable documentation, deadlines, and case status.
• Assists English- and Spanish-speaking callers with Portal access, login issues, and document upload using OPM-approved scripts and knowledge resources in both languages.
• Authenticates callers before sharing case information and protects PII and PHI in line with privacy and security requirements.
• Documents each interaction accurately in English in the OPM FEHB Protection Act Portal or other approved system of record, including the language used to serve the caller.
• Escalates complex questions, reconsideration requests, requests for languages other than English or Spanish, accessibility needs, and potential fraud indicators per approved procedures.
• Meets attendance, schedule adherence, call quality, documentation accuracy, and bilingual language proficiency standards.
   

Minimum Requirements
 

• High School diploma or equivalent with 6 months of customer service experience.
• Must be fluent in English and specified secondary language.
• May have additional training or education in area of specialization.
• Must be able to obtain and maintain a Moderate Risk Public Trust (5C) suitability determination, including completion of all Government-required background investigations, fingerprinting, credentialing, and security training requirements.
• Must be a U.S. Citizen