Bilingual Customer Service Representative - Mandarin/Cantonese (Remote in New York, NY)

Bilingual Customer Service Representative - Mandarin/Cantonese (Remote in New York, NY)

Every day, Bilingual Customer Service Representatives (CSRs) at Maximus are entrusted to serve some of the most vulnerable communities by providing customer care to millions of New Yorkers who need to maneuver through complex healthcare plans. During these uncertain times we ensure that we are delivering the best outcomes possible for our clients and customers - ensuring every action is thoughtful, open, transparent, and done with integrity. To prepare you for this role, Maximus provides paid, comprehensive training which ensures our customer service representatives care for each caller with the highest levels of knowledge and professionalism.

This position is fully remote in New York City, candidates must live within 100 miles radius of the office location in New York, NY. There is 6 weeks of paid training (remote training).

Why Join Maximus?

• Base rate $21.50/hr for Bilingual
• $22.50/hr for Trilingual
• $200 in referral incentives
• Competitive Compensation: Quarterly bonuses based on performance included!
• Comprehensive Insurance Coverage: Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning: Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package: Enjoy PTO, Holidays, and sick leave
• Holistic Wellness Support: Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform: Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement: Invest in your ongoing education and development.
• Employee Perks and Discounts: Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources: Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities: Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities: Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies. Respond effectively to all forms of inbound and outbound contacts. Track and document all inquiries using the applicable systems. Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines. Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested. Facilitate the fulfillment of caller requests for materials via mail, email, or download. Facilitate translation services for non-English speaking callers according to procedures. Escalate calls or issues to the appropriate designated staff for resolution as needed. Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds. Must be able to remain in a stationary position for an extended period of time. Responsible for adhering to established safety standards. Meet Quality Assurance (QA) and other key performance metrics. Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate. Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary. Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.

Minimum Requirements: High school diploma or GED required and 6+ months of relevant professional experience required, or equivalent combination of education and experience. This position requires proficiency in English and Mandarin, Cantonese or Russian language or proficiency in both Spanish and Haitian Creole languages. Must be able to speak and read in Mandarin and/or Cantonese and English. 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 successfully execute many complex tasks simultaneously. Ability to work as a team member, as well as independently. Previous experience with computers, phone systems, and headsets preferred. Previous experience in customer service preferred.

EEO Statement: Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency: Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary: $21.50

Maximum Salary: $21.50