Description

The Customer Service Representative - Eligibility Specialist (ES) is responsible for receivinghighvolume,oftenback-to-back,inboundcallsaboutMedicaid,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. The Customer Service RepresentativeisresponsiblefortakinginboundcallsfromMedicaid,SNAP,andTANF applicants, recipients, and other members of the community.

Position Details & Benefits Package

• Class Start Date: August 21, 2026
• Location: Onsite – Marion, IN
• Operating Hours: 8:00 AM – 4:30 PM, Mon-Fr
• 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
• Fulfill additional responsibilities as delegated by Management
• Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift 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

Minimum Requirements:

• 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

Preferred Qualifications:

• Some college or a college degree
• 2+ years of relevant professional experience