Customer Service Representative - New Castle, IN | On-site

Maximus is hiring a Customer Service Representative for a full-time, onsite inbound call center role in New Castle, Indiana.

You’ll help people with Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) questions while processing applications, entering data, and updating benefits eligibility cases.

What to Expect

This is a fast-paced, phone-based position handling a high volume of inbound calls, often back-to-back.

You’ll speak with applicants, recipients, and other community members while researching information, documenting conversations, and updating cases in the State’s eligibility system.

If you enjoy helping customers, communicating clearly, and managing detailed tasks, this role offers meaningful work with career development opportunities.

Benefits and Career Development

Performance-based bonuses: Opportunities for additional compensation based on performance

Health coverage: Medical, dental, vision, and prescription plans, plus a partially funded health savings account (HSA)

Retirement savings: 401(k) retirement savings plan with company matching

Paid time off: PTO, holidays, and extended sick leave

Income protection: Life insurance and short- and long-term disability coverage

Career growth: Career development and promotional opportunities, tuition reimbursement, and professional development through training programs, workshops, and conferences

Well-being support: Employee Assistance Program (EAP), Maximus wellness programs, and resources for physical, emotional, and financial wellness

Recognition and perks: Employee recognition platform, employee discounts, and discounts on auto, home, renters, and pet insurance

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.

- Answer a high volume of inbound calls, often back-to-back, about Medicaid, SNAP, and TANF applications, benefits, and eligibility
- Resolve caller questions, complaints, and service issues professionally and empathetically, using a One Call Resolution approach

- Explain program services, eligibility requirements, and next steps in clear, easy-to-understand language

- Research information, document calls, and update cases while speaking with applicants and recipients

- Apply State and federal eligibility rules and verify applicant and recipient information through system interfaces

- Enter accurate information into the State's eligibility system and prepare cases for...