Bilingual Specialist, Customer Solutions

Job Description:

Role Summary/Purpose:

As a Specialist, Customer Solutions, you will play a crucial role in leading investigations into allegations of elder abuse from multiple sources. You will closely monitor and report elder abuse cases to the appropriate state authorities while ensuring strict compliance with all regulatory requirements. Equally important, you will have the opportunity to provide vital support for various supplementary projects, broadening your experience and contributing to our mission.

Essential Responsibilities:

• Ensure a comprehensive understanding of all Elder Abuse regulations and their implications on operations and services.

• Thoroughly examine and assess allegations of elder abuse received through email, chat, mail, and phone.

• Diligently monitor the progress and outcomes of all reported elder abuse cases.

• Submit validated reports of elder abuse allegations to relevant state agencies.

• Actively participate in projects and initiatives that improve efficiency, strengthen process governance, and elevate the overall customer experience.

• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Please note, this role is bilingual; must be bilingual in both English and Spanish (written and verbal)

• Working knowledge of ACM, Workstation, Verint, and FDR systems.

• Must meet 6 months' time in position requirement, or 9 months if a new hire

• Have at least a “satisfactory” performance rating

• Not be on active formal or final formal corrective action

Desired Characteristics:

• The ideal candidate will have experience in Customer Solutions, Collections or Customer Service

• Working knowledge of Deposits Workstation, Aperio, Nautilus and Compass

• Critical thinking and problem solving skills

• Ability to learn and adapt to a fast paced environment

• Attention to detail required

• Demonstrated self‐starter as well as a team player

• Demonstrated high level of integrity

• Ability to process information, analyze data and offer effective solutions

• Demonstrated ability to handle and prioritize multiple tasks

• Proven history of strong interpersonal skills

Grade/Level: 06

The hourly rate range for this position is $23.00 - $31.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. Al