Bilingual Contact Center Specialist - job 1 of 2

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.

We are seeking a Bilingual Customer Experience Advocate to join our dynamic Employee Benefits Division call center. In this role, you will be the first point of contact for customers with inquiries related to Disability Benefits Law (DBL) and Paid Family Leave (PFL).

You will play a critical role in enhancing the customer experience by providing timely, empathetic, and knowledgeable support. This position requires strong communication skills, a problem-solving mindset, and the ability to work collaboratively across business functions.

This position operates during the department’s business hours: Monday through Friday, 9:00 AM – 7:00 PM ET. Work schedules are assigned based on business needs, and team members must be available to work any shift within these hours.

The role will begin on-site at our New York office located at 1225 Franklin Avenue, Garden City. Upon successful completion of training and meeting performance expectations, there is potential to transition to a hybrid schedule (2 days in-office, 3 days remote).

• Deliver outstanding customer service to internal and external clients.
• Handle incoming calls regarding DBL and PFL with professionalism and empathy.
• Use active listening and effective questioning to identify customer needs.
• Investigate issues and propose appropriate solutions, ensuring follow-through.
• Strive for one-call resolution while managing calls efficiently.
• Accurately document all customer interactions.
• Communicate claim statuses clearly and effectively.
• Refer complex issues to Leads or Supervisors as needed.
• Process customer emails and maintain service standards.
• Meet or exceed individual and team performance goals.

• Fluent in both English and Spanish (verbal and written).
• Exceptional customer service and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication.
• Ability to empathize and remain calm under pressure.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

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

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Employee Benefits:  

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include 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.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. 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.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.