Bilingual Customer Service Representative – Broker Services (English/Spanish)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Bilingual Customer Service Representative serves as a key point of contact for customers, providing professional and accurate support in both English and Spanish for routine and complex inquiries. The representative researches and resolves issues, educates customers on applicable plans, policies, procedures, tools, and resources, documents interactions, and coordinates with appropriate teams when additional review is required.

Within Broker Services, the representative handles inbound brokerage inquiries related to application status, contracting, appointments, certifications, commissions, and producer eligibility. Responsibilities may include processing Medicare contracts and appointments, verifying certifications, reviewing commission inquiries, performing data entry, assisting with credentialing and recredentialing questions, and supporting background check review and documentation.

This role requires strong customer service, research, problem-solving, communication, and system-navigation skills, with an emphasis on accuracy, ownership, compliance, and delivering a positive customer experience in both English and Spanish.

Required Qualifications

• Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers in both languages.
• Must be located in either Eastern or Central Time Zone.
• Strong verbal and written communication skills with a customer-focused and empathetic approach.
• Strong research, problem-solving, and analytical skills.
• Ability to navigate multiple systems, applications, and resources simultaneously.
• Strong attention to detail and accuracy when processing contracts, appointments, certifications, commissions, and producer information.
• Ability to understand and apply established policies, procedures, and regulatory requirements.
• Strong data entry and documentation skills.
  Ability to manage multiple priorities in a fast-paced service environment.
• Demonstrated accountability and ownership in researching and resolving customer inquiries.

Preferred Qualifications

• Previous customer service, call center, broker services, or health insurance experience.
• Experience supporting brokers, producers, agents, or other external business partners.
• Knowledge of Medicare products, contracting, appointments, certifications, and commissions.
• Familiarity with health insurance terminology, benefit plans, enrollment processes, and regulatory requirements.
• Experience working across multiple systems in a high-volume service or processing environment.
• Proficiency with Microsoft Office applications.
• Strong organizational, research, problem-solving, and time-management skills.

Education

• High school diploma or equivalent (GED) required.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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