Bilingual Call Center Representative / Member Liaison

About Our Client:

The organization operates in the social services sector, focusing on assisting low-income and disabled individuals in accessing vital benefits and services. It addresses challenges in navigating complex Social Security application processes by providing dedicated support to applicants. Recognized for its workplace excellence, the organization emphasizes meaningful impact and collaborative work environments.

About the Opportunity:

The BILINGUAL CALL CENTER REPRESENTATIVE / MEMBER LIAISON is responsible for managing a caseload of pending Social Security applications, ensuring all required documentation is collected and cases progress toward approval. This role serves as a critical link between members and government agencies, providing timely follow-up and advocacy to secure benefits for clients. The position contributes directly to improving access to important social services and supports the organization's mission by maintaining accurate case information and assisting with team initiatives.

Responsibilities:

• Manage and monitor a daily caseload of pending Social Security applications.
• Act as liaison between members and government agencies through outreach such as calls and letters.
• Follow up with agencies for status updates and advocate for expedited decisions.
• Prioritize tasks using reports to meet performance benchmarks.
• Escalate complex or aging cases and recommend solutions.
• Educate and counsel members about the Social Security application process.
• Maintain demographic and case data accurately in a proprietary database.
• Prepare documentation for appeals in cases of denial.
• Assist with team training and continuous improvement initiatives.
• Participate in departmental projects and committees as assigned.

Requirements:

• Associate degree or equivalent education and experience.
• Minimum of 1 year in customer service or call center, preferably healthcare.
• Preferred familiarity with medical terminology and health insurance.
• Bilingual proficiency encouraged in English and Spanish, Portuguese, Vietnamese, Chinese, or Russian.
• Strong written and verbal communication skills with active listening.
• Proficiency in Microsoft Office, data entry, and CRM/database systems.
• Strong organizational skills and attention to detail.
• Ability to manage high call volumes and multiple priorities.
• Emotional maturity for interaction with vulnerable populations.
• Availability to work a 12-8 pm shift, Monday through Friday.
• Remote work available within the contiguous United States.

Pay Range and Compensation Package:

• The Massachusetts-based starting salary ranges from $42,000 to $45,000 annually.
• Total compensation includes base salary, benefits, and other options.

Benefits & Perks:

• Medical insurance
• Dental insurance
• 401(k)

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:

RemoteHunter 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.