Beneficiary Support Specialist

About the role

Serves as a frontline representative assisting individuals who receive disability benefits under Supplemental Security Income (SSI) or Social Security Disability Insurance (SSDI). Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs).

Responsibilities

• Answer inbound calls and provide accurate information about Ticket to Work eligibility, program guidelines, and participation requirements.
• Assess each caller’s situation to determine next steps and appropriate referrals.
• Explain baseline benefits concepts, including how employment may affect disability benefits.
• Aid callers with routine processing questions and identify when to escalate issues.
• Document and report complaints or concerns regarding service providers using established procedures.
• Support routine inbound and outbound call support to assist caller/customer in accordance with service-level requirements.
• Provide monitoring support and outreach for issue follow up and resolution as requested.
• Log cases, or update an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provide referrals to national and local resources.
• Retrieve, input, and update customer records using internal databases and tracking systems.
• Maintain complete and accurate documentation of all inquiries, referrals, and follow-up actions.
• Log new cases and update existing cases for phone, email, and chat interactions.
• Verify beneficiary account information and ensure proper data integrity.

Requirements

• High School Diploma or GED
• 1-2 years of Call center experience.
• 1-2 years of customer service or public relations experience.
• U.S Citizenship
• Proven customer service, call center, or related service experience.

Qualifications

• Available to work during the core call center hours of 8:00 am - 8:00 pm EST, Monday - Friday.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong written and verbal communication skills.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.
• Ability to foster a good working relationship and rapport with customers.
• Keen attention to detail and accuracy.
• Ability to work well under pressure.
• Unwavering dedication to customer satisfaction and resolving customer concerns.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to obtain and maintain a Public Trust clearance (as applicable).
• Ability to work onsite if required and meet schedule expectations, including overtime when needed.

Skills

• Customer service
• Call center
• Public relations

Benefits

• Flexible remote work option
• Competitive hourly wage range of $17.75/hr-$19.00/hr

Pay

• $17.75/hr-$19.00/hr

Schedule

• Call Center Hours are 8am-8pm EST.