Customer Service Representative

Job Description

Job Description

Seeking a Post Entitlement Analyst to support the SSAMSTM team on the MO DSS project. This role focuses on post-approval Social Security benefit activities using an assembly-line approach. The analyst supports youth in foster care by ensuring accuracy, completeness, and timely responses to the Social Security Administration (SSA) and other stakeholders after benefits have been approved.
The ideal candidate is detail-oriented, comfortable handling administrative casework, and able to communicate professionally with internal teams, SSA representatives, and external stakeholders.
• Respond to SSA requests for post-entitlement information
• Receive, track, and respond to incoming calls via the Social Security Benefits Unit (SSBU) hotline
• Manage and respond to email inquiries through the SSBU inbox
• Make follow-up calls to resolve hotline and email inquiries
• Communicate with internal teams to obtain required case information
• Coordinate with SSA to obtain outstanding decision notices
• Submit electronic records and documentation to the SSA
• Complete Income Redeterminations requested by SSA
• Complete PERCs for youth medically approved for benefits
• Maintain accurate and up-to-date case documentation in the database
Perform additional administrative duties as assigned

REQUIRED SKILLS AND EXPERIENCE

• Comfortable with hybrid schedule & within work hours listed- onsite Clarkston, WA office working a hybrid schedule - typically 3-4 days in person, 1-2 days remote.
- shift time: 6AM - 3PM PST (1 hour unpaid lunch)
- Training will be 9-5:30 CST for 1-2 weeks, 7AM -3:30 PM PST

• Associate degree or 2+ years of relevant experience
• Background in human services or the public sector preferred
• Experience with call center or customer service over phone
• Intermediate proficiency in Microsoft Word, Excel, Outlook, and related tools
• Strong written and verbal communication skills
• Ability to provide friendly, professional customer service
• High attention to detail and accuracy
• Ability to work independently in a fully remote environment
• Comfortable working within a team-oriented, evolving workflow
• Ability to recognize and maintain strict confidentiality