Bilingual Call Center Representative / Member Liaison

About Our Client

The organization operates within the social services sector, focusing on assisting low-income and disabled individuals in navigating the Social Security application process. It addresses challenges related to complex government systems by providing support to members in obtaining vital benefits. Recognized for its workplace culture by the National Association for Business Resources, the organization emphasizes meaningful impact and client advocacy.

About the Opportunity

The Bilingual Call Center Representative / Member Liaison plays a critical role in managing pending Social Security applications to help members secure essential benefits. This position serves as a key link between clients and government agencies, ensuring effective communication and timely processing of applications. The role contributes to improving clients' access to benefits by advocating on their behalf and facilitating resolution of application issues.

Responsibilities

• Manage and monitor a daily caseload of pending Social Security applications.
• Conduct outreach to members and government agencies via phone and letters.
• Obtain updates from agencies and advocate for expedited decisions.
• Prioritize tasks using reports to meet performance benchmarks.
• Escalate complex or delayed cases and recommend solutions.
• Educate and counsel members about the application process.
• Maintain accurate demographic and case information in a database.
• Prepare documentation for appeals if applications are denied.
• Support team training and continuous improvement efforts.
• Participate in departmental projects and committees as assigned.

Requirements

• Bachelor’s degree or equivalent education and experience.
• Minimum of 1 year customer service or call center experience, preferably in healthcare.
• Familiarity with medical terminology and health insurance preferred.
• Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, or Russian encouraged.
• Strong written and verbal communication skills with active listening.
• Proficiency in Microsoft Office, data entry, and CRM/database systems.
• Exceptional organizational skills and attention to detail.
• Able to manage high call volumes and multiple priorities.
• Emotional maturity to interact with vulnerable populations.
• Willingness to work flexible shifts, including 11 am to 7 pm or 12 pm to 8 pm.
• Remote work options available, Monday through Friday, 40 hours per week.

Pay Range and Compensation Package

The Massachusetts based starting salary for this role ranges from $42,000 to $45,000 annually. The total compensation includes base salary, benefits, and additional options.

Benefits & Perks

• Medical insurance
• Competitive salary package
• Flexible work options including remote and hybrid arrangements

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.