Customer Service Representative - Fort Wayne, IN

Essential Duties and Responsibilities:

- Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.

- Validate and calculate income, assess eligibility, and manage case referrals.

- Engage regularly with program participants on a daily basis.

- Potentially educate clients on fundamental program services and eligibility prerequisites.

- Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.

- Fulfill additional responsibilities as delegated by Management.

- Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs.

- Apply State and/or federal eligibility rules for applicant/recipient information assessment.
- Verifies applicant/recipient data through system interfaces.

- Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.

- Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously.

- Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.

- Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.

- Verifies and enters applicant/recipient data into the State's eligibility system and prepares cases for disposition by State Eligibility Consultant.

- Processes cases and takes necessary action on missing information promptly.

- Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.

- Identify and escalate risks to management.

- Attends all meetings and completes all trainings to stay informed on project/position updates.

- Fulfill all performance requirements associated with eligibility processes.

- Perform additional duties as assigned by management.

Minimum Requirements

- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

- Proven customer support or Client Service Representative experience strongly preferred.
- Ability to handle complex service inquiries via telephone.

- Strong critical thinking and problem-solving skills.

- Moderate difficulty assignments requiring judgment and issue resolution.

- Understanding of work implications and ability to recommend solutions.

- Accurate data entry (40 keystrokes/minute), strong interpersonal skills.

- Positive relationship-building with customers and state eligibility consultants.

- Attention to detail; excellent organizational, verbal, and written communication skills.

- Comfortable in a fast-paced, deadline-oriented environment.

- Capable of executing m...