Service Center Representative

4 weeks ago

West Lafayette, Indiana, United States Rose International Full time
Job Title: Service Center Representative - Eligibility Specialist

The Service Center Representative - Eligibility Specialist is a critical role within Rose International, responsible for providing exceptional customer service and support to individuals seeking assistance with Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) programs.

Key Responsibilities:
  • Receive and respond to high-volume inbound calls from applicants, recipients, and community members regarding program services and eligibility requirements.
  • Apply state and federal eligibility rules to assess applicant/recipient information and verify data through system interfaces.
  • Facilitate One Call Resolution by maintaining professionalism and empathy while researching and updating cases, documenting calls, and educating callers on program services.
  • Communicate with applicants/recipients to meet program goals, foster positive working relationships, and ensure effective resolution and customer satisfaction.
  • Process cases, verify and enter applicant/recipient data into the state's eligibility system, and prepare cases for disposition by State Eligibility Consultants.
  • Meet Quality Assurance and performance metrics, stay updated on project and corporate policies, and identify and escalate risks to management.
Requirements:
  • Proven customer support or client service representative experience.
  • 2 years of relevant professional experience or 1 year of relevant experience and 1 year of extended education.
  • Accurate data entry (40 WPM or 10,000 KSPH).
  • Ability to handle complex service inquiries via telephone.
  • Strong PC skills.
  • Understanding of work implications and ability to recommend solutions.
Preferred Qualifications:
  • Social services experience (Indiana Eligibility experience strongly preferred).
  • Strong critical thinking and problem-solving skills.
  • Strong interpersonal skills.
  • Positive relationship-building with customers and state eligibility consultants.
  • Attention to detail; excellent organizational, verbal, and written communication skills.
  • Capable of executing many complex tasks simultaneously.
  • Team player with the ability to work independently.
Work Environment:
  • Work is constantly performed in an office environment.
  • Ability to remain stationary for an extended period.
  • Qualified candidates are provided an extensive training program to be successful in this role.

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