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Cognosante Bilingual Spanish Resolution Specialist in Columbia, Maryland

Security Clearance required:

No clearance required

Cognosante is on a mission to transform our country’s healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!

Job Description

The Customer Service Representative II provides information and documents complaints regarding financial institutions and financial products. The Customer Service Representative II reports directly to the Customer Service Supervisor and takes direction from the Customer Service Manager. This is an entry level position responsible for disseminating information and aiding consumer complaints. The Customer Service Representative II must be able to evaluate the call to know when to escalate the inquiry/complaint.

Key Responsibilities

  • Adhere to the Privacy Act as it relates to the confidentiality of information received

  • Provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information.

  • Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training.

  • Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.

  • Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.

  • Successfully complete ongoing training requirements as business needs dictate.

  • Assist caller with filling out online inquiries and/or complaints and submitting it electronically.

  • Escalate calls as required.

  • Maintain up-to-date knowledge of regulations and policies as they apply.

  • Report problems that occur via the online system, so they can be addressed by the appropriate parties.

  • Respond to telephone inquiries within the set departmental staffing and time parameters.

  • May be required to work scheduled holidays. Overtime may be required.

  • Regular and predictable attendance is required.

  • Perform other related duties as assigned.

Required Qualifications:

  • High School diploma or equivalent required

  • Two years of college education at an accredited institution required

  • Two years of experience in customer service required

  • Two years of experience working with financial products or services, such as credit cards, mortgages, loans, etc. required

  • Security Clearance Required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background check

  • Familiarity with CRC or CRM contractor computer systems

  • Ability to speak Spanish clearly, professionally and pass a language proficiency assessment is a plus

  • Must be able to type a minimum of 20 WPM, 30 WPM preferred

  • Ability to effectively work within established contractual turnaround times required

  • Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks

  • Proven ability to work as a team member is required

  • Participate in training and receive certification that all required modules received a passing score

Candidates that do not meet the required qualifications will not be considered.

Working Conditions:

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials, boxes, or equipment.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

We’re solving Americans’ health and safety challenges with technology, innovation, and purpose.

At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We're committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.

Cognosante was founded to address a critical gap in the health IT market—the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.

Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.

Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.

Are you ready to make a difference in the lives of millions? Join us.

Highlighted Benefits for Full-time Employees

•Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance

Cognosante is an equal opportunity employer ( . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information.

T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.

COVID-19 isn’t stopping our hiring process nor our business as (semi) usual. We’re still reaching candidates, virtually and we’re still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!

Quick tips on virtual hiring success:

  • Test your tech —make sure your internet connection and video conferencing program are both working prior to your interview.

  • Dress appropriately —dress for success and ensure your surroundings are tidy.

  • Be prepared —do your homework, rehearse your responses to key interview questions, and prepare your own questions.

  • Be personable —make eye-contact, smile often, and demonstrate enthusiasm for the role.

  • Remove distractions —engage with the interviewer by removing all distractions, including your smartphone.