Call Center Service Representative - Bilingual, Spanish (SCA)

Responsibilities

• Answer incoming calls in a timely manner from detention facilities and other stakeholders
• Apply critical thinking and immigration lifecycle knowledge to answer questions and provide a high level of service and accurate support
• Quickly establish a rapport with callers, asking probing and thoughtful questions to identify concerns while applying deep knowledge of immigration enforcement and detention facility processes to address caller issues
• Responsible for making database and manual queries related to individuals in immigration proceedings through provided tools
• Able to discern and log relevant call information into a web-based case management system
• Work cases to be referred to an Officer/Agent, field offices or agency headquarters offices for follow-up review and action
• Leverage third-party telephonic interpreter services provided, as necessary
• Able to review case files and other immigration enforcement documentation, and perform detailed analytical and research support services
• Able to work independently and to manage and prioritize multiple tasks and work assignments

Qualifications

• Required Skills and Experience: Associate's with 3 years of relevant experience (or commensurate experience) or a Bachelor's degree with two years of related experience; or five years of related experience if no degree
• Must be a US Citizen
• Bi-lingual (a minimum proficiency of a Speaking 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent - https://www.govtilr.org/Skills/ILRscale2.htm) Spanish and English (spoken and reading) is required
• Excellent reading comprehension, writing, and communication skills
• Experience with applying knowledge to make autonomous decisions on the correct path forward to support outcomes of the incoming calls to support mission needs