Customer Service Representative Marion, IN

Customer Service Representative - Eligibility Specialist

The Customer Service Representative - Eligibility Specialist (ES) is responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. CSRs will assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system. Additionally, a CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.

Position Details & Benefits Package

Class Start Date: December 2026

Location: Onsite - Marion, IN

Work Hours: 8:00 AM - 4:30 PM, Mon-Fri

Base rate $18.00/hr - Career development and promotional opportunities - Competitive Compensation - Bonuses based on performance included! - Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance. - Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching. - Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage. - Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP). - Recognition Platform - Acknowledge and appreciate outstanding employee contributions. - Tuition Reimbursement - Invest in your ongoing education and development. - Employee Perks and Discounts - Additional benefits and discounts exclusively for employees. - Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs. - Professional Development Opportunities: Participate in training programs, workshops, and conferences.

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.

- 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.

- 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 many complex tasks simultaneously.

- Team player with the ability to work independently.

- Ability to remain stationary for an extended period.

- Valid State Driver's License or ID Preferred

Skills and Qualifications

- Some college or a college degree.

- 2+ years of relevant professional experience.