Bilingual Call Center Customer Service Agent

Fortuity provides customer service and sales support for corporate clients. The Bilingual Customer Service Representative provides basic information to benefit requestors for a federal government client and escalates specialized inquiries to appropriate parties. ResponsibilitiesInteract with customers via telephone or email communications regarding case information in a professional and courteous mannerUtilize client resources to provide accurate information regarding inquiries or servicesFollow required call scripts, authentication procedures, and identity verification protocolsAccurately enter and document caller-provided information in designated systems accurately while the caller is on the phoneSafeguard personally identifiable information (PII) and other sensitive or confidential information at all timesEscalate issues beyond the agent's scope to the appropriate party, providing contact information and guidance when necessaryComply with all federal security, privacy, confidential