USA Operations Centers Bi-Lingual Pay Guidelines May 2017

State/Area Exceptions

Overview

The Bi-Lingual Pay Guidelines offer pay policies assistance to agents eligible employees.

General Information

Eligibility

Full-time employees and part-time benefits-eligible employees that fluently speak in the English and Spanish language.

NOTE: For eligibility it is required that the employee assist both English and Spanish customers to meet the needs of the organization.

Example: Mark, a Joyner employee, is assisting Liz, a Joyner customer who speaks English. Mark assist Liz with her concern. Ten minutes later Mark receives another call from Erika, a Joyner customer who speaks Spanish. Mark assist Erika with her issue because Mark is Bi-Lingual he can assist both customers.

Pay

Eligible employees make an additional ten percent (10%) more of their hourly rate. No additional compensations will be granted.

Expectations

Bi-Lingual employees are assigned to demographic areas where Spanish speaking is more common or customer queues where Spanish is a customers preferred Language. Situations may occur when a customer is misrouted or prefers to speak Spanish and an internal Joyner employee may reach out for assistance. Bi-Lingual employees should assist the customer if available, asking the customer to hold or offering a customer call back.

Work avoidance will not be tolerated. If a Bi-Lingual avoid assisting a customer may cause disciplinary action up to and including removal from the Bi-Lingual Program and or Termination.

Employee Actions

Visit the Career Center to apply for Bi-Lingual job openings.

Managerial Actions

The supervisor explains the Bi- Lingual to new and on-board employees.

The supervisor refers employees to the Human Resources & Employee Care Services (HREC) for additional information.

Human Resources Role

Human Resources staff should be familiar with the provisions of the policy in order to help leadership administer the Bi-lingual Policy in an accurate and consistent manner.