Essential Duties and Responsibilities:
- Answer incoming calls from consumers in accordance with all performance standards, policy and procedures, and protocols.

- Transfer/refer consumers to appropriate entities according to the established guidelines.

- Facilitate the fulfillment of consumer requests for materials via mail, email, or download.

- Respond to all inquiries consistent with confidentiality and privacy policies and refers caller to alternate sources when appropriate.

- Track and document all inquiries using the applicable systems.

- Escalate calls or issues to the appropriate designated staff for resolution as needed.

- Facilitate translation services for non-English speaking callers according to procedures.
- Process referrals and other transactions from the client for completeness and accuracy.

- Verify client identification by following standard operation procedures.

- Distribute cards, protective sleeves and card carriers.

- Raise issues of concern and/or problems to Supervisor.

- Meet all standards established for this position as outlined in the performance criteria.

- Perform other duties as may be assigned by Supervisor.

- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols. - Meet Quality Assurance (QA) and other key performance metrics. - Facilitate the fulfillment of consumer requests for materials via mail, email, or download. - Facilitate translation services for non-English speaking callers according to procedures. - Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems. - Responsible for adhering to established safety standards. - Must be able to remain in a stationary position for an extended period of time. - Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds. - Work is constantly performed in an office environment. - Performs other duties as assigned by management.
Minimum Requirements
- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
- Must be fluent in English and specified secondary language.
- Strong data entry and telephone skills.

- Excellent organizational, interpersonal, and communication skills.

- Ability to perform comfortably in a fast-paced work environment.

- Ability to work as a team member, as well as independently.

- This position requires bilingual proficiency in languages as specified.

- Must be able to speak and read in Spanish and English fluently- Strong data entry and telephone skills. - Previous experience with computers, phone systems, and headsets preferred. - Excellent organizational, interpersonal, written, and verbal communication skills. - Ability to perform comfortably in a fast-paced work environment. - Ability to successfully execute many complex tasks simultaneously. - Ability to work as a team member, as well as independently. - Previous experience in customer service preferred
EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.