Customer Service Representative South Bend, IN
https:/www.scheurer.org/careers/, South Bend, IN, United States
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 Repis expectedtoalso 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. TheCustomer Service RepresentativeisresponsiblefortakinginboundcallsfromMedicaid,SNAP,andTANF applicants, recipients, and other members of the community.
Position Details & Benefits Package
Class Start Date: May 21, 2026
Location: Onsite – South Bend, IN
Operating Hours: 7:00 AM – 5:30 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
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 assesscent
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 elevate 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
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Additionally, a CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures. TheCustomer Service RepresentativeisresponsiblefortakinginboundcallsfromMedicaid,SNAP,andTANF applicants, recipients, and other members of the community.
Position Details & Benefits Package
Class Start Date: May 21, 2026
Location: Onsite – South Bend, IN
Operating Hours: 7:00 AM – 5:30 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
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 assesscent
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 elevate 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
#J-18808-Ljbffr