Bilingual Call Center Representative / Member Liaison

This is a Fully Remote Job

About Our Client:

This organization operates within the social services sector, focusing on assisting low-income and disabled individuals in obtaining vital Social Security benefits. It addresses challenges faced by these populations in navigating complex government systems and securing the support they need. Recognized as a leading employer in Boston and nationally, the organization emphasizes impactful service and growth.

About the Opportunity:

The BILINGUAL CALL CENTER REPRESENTATIVE / MEMBER LIAISON plays a critical role in managing pending Social Security applications for members. This position ensures timely processing and approval of benefits by coordinating communication between members and government agencies. The role contributes directly to improving clients' access to essential services through dedicated case management and advocacy.

Responsibilities:

• Manage and monitor a caseload of pending Social Security applications daily.
• Act as a liaison between members and government agencies via phone and written communication.
• Follow up with agencies to obtain status updates and advocate for expedited decisions.
• Prioritize tasks using reports and queries to meet performance benchmarks.
• Escalate complex or aging cases and recommend solutions.
• Educate and counsel members about the Social Security application process.
• Maintain accurate demographic and case information in a proprietary database.
• Prepare documentation for appeals in case of application denial.
• Assist with team training, cross-training, and continuous improvement initiatives.
• Participate in departmental projects and committees as assigned.

Requirements:

• Associates degree in a related field 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 abilities in English and Spanish, Portuguese, Vietnamese, Chinese, or Russian highly encouraged.
• Strong written and verbal communication skills with active listening.
• Proficient in Microsoft Office, data entry, and CRM/database systems.
• Excellent organizational skills and attention to detail.
• Ability to manage high volume outreach calls and multiple priorities.
• Emotional maturity to interact with vulnerable populations.
• Willingness to work a 12-8 pm shift.
• Remote work options available within the contiguous United States.

Pay Range and Compensation Package:

• Starting salary ranges from $42,000 to $45,000 annually, excluding additional benefits and compensation.

Benefits & Perks:

• 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:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.