Bilingual Contact Center Specialist

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Are you a bilingual (English/Spanish) professional who is passionate about providing top-notch customer service and solving problems efficiently? Join our team as a Customer Service Specialist within our Employee Benefits Division call center and make a positive impact on our customers' experiences!

As a Customer Service Specialist, you will be the first point of contact for customers seeking assistance with Disability Benefits Law (DBL) and Paid Family Leave (PFL) inquiries. Your primary responsibility will be to handle incoming calls professionally, ensuring each customer receives the support they need.

We are a leading provider in the insurance industry, dedicated to delivering exceptional service to our clients. We value teamwork, innovation, and a commitment to excellence.

• Provide exceptional customer service to both internal and external customers.
• Use effective questioning and listening skills to understand customer needs.
• Identify customer needs and respond accordingly.
• Investigates and proposes solutions to the caller. Follows through on action items needed to rectify customer concerns and/or questions. 
• Maintain a positive attitude and uphold our high customer service standards.
• Aim for one-call resolution, managing calls efficiently and effectively.
• Handle call transfers, messages, callbacks, holds, and interruptions effectively and with professionalism.
• Communicate the status of DBL and PFL claims clearly and effectively.
• Document all calls accurately.
• Refer complex calls to the Lead/Supervisor when necessary.
• Process emails.
• Meet production objectives and goals.

• Excellent customer service skills.
• Strong problem-solving abilities.
• Effective verbal and written communication skills.
• Ability to empathize with callers and provide support.
• Proficiency in Microsoft Office applications.
• Bilingual proficiency (English & Spanish) required.

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business Administration, Finance, or a related field is preferred. 
• 0-5 years of customer facing work experience, contact center experience preferred.

Hours of operation are Monday-Friday, 7:00 am - 7:00 pm ET, schedules are determined based on business needs and team members must be available to work any shift within hours of operation.

This role will start in the New York office located at 1225 Franklin Avenue, Garden City with potential to go hybrid (2-days in office; 3-days work from home) following training and once meeting performance expectations.

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Employee Benefits:  

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.  

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.