Bilingual Customer Care Advocate

Role Overview

• Analyze and process complex consumer files received from various internal / external business partners with prompt solutions.
• Provide ongoing support for fraud processing including: Customer Support and Special Investigations (CSSI) and specialized fraud case management.
• Collect and distribute data to law enforcement for cases involving fraud where an investigation has been started.
• Answer and respond to incoming calls and written inquiries from consumers and customers providing prompt resolution to escalated inquiries such as: consumer disputes, fraud resolution, and identity theft for (minors/adults).
• Analyze consumer contact data and report error trends to management.

Requirements

• Ability to read, understand, and interpret CRS (Consumer Relations System) audit trails
• Experience working with fraud case management systems and consumer data platforms
• Strong skills in data tracking, documentation, and basic analysis (Excel or similar tools)
• Familiarity with consumer dispute and fraud processing workflows
• 1–2 years of experience in an operations or customer support environment (preferred experience in fraud or disputes)
• Bilingual in English and Spanish
• Experience handling consumer inquiries, escalations, or sensitive case resolution
• Strong understanding of confidential data handling and compliance requirements

Benefits

• Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
• Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
• Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.
• We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability.
• You can also opt into a legal plan, pet insurance, and travel accident coverage.
• From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter.
• Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
• Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP).
• Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently.
• Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
• Access 24/7 support including professional therapy, coaching, and emotional well‑being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.