Bilingual

• Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels
• Act as a product expert who connects Users to Empathy specific tools and resources
• Demonstrate excellent written and verbal communication, in both English and Spanish, using the Empathy ‘voice’
• Excel in organization, documentation, and time management to meet SLA requirements
• Work as a team player across different functions and quickly assist with tasks when asked
• Provide an exceptional User experience with a focus on empathy, compassion, and investment in the User’s journey
• Complete all onboarding and ongoing training in a timely manner and provide feedback on training
• Surface gaps or opportunities for professional development training for the team
• Relay User insights and identify knowledge gaps to support product development
• Share reliable resources with service providers and state/government agencies
• Follow guidelines to escalate issues and operate with caution while working with sensitive User data
• Assist users in navigating logistical complexities after loss, including guidance through probate and tax implications
• Utilize critical thinking and problem-solving abilities to resolve User challenges
• Create personalized Care Plans for Managed Care Users
• Take on short-term projects as needed and defined by team leadership

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