Case Management Specialist

Select VoiceCom; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Life insurance

In-house massage

Referral incentives

Service incentive leave

Annual raise based on performance

Team outings

Coffee and beverages

Job summary

Select VoiceCom in Cebu City is seeking a SSDI Case Management Agent to support existing law firm clients through the Social Security Disability claims process. You will handle client calls, answer status questions, follow up with SSA and agencies, and maintain accurate case records in NEOS.

Ideal candidates have 2–3+ years in BPO, strong English, and experience with case management or CRM software. On-site position with growth in a fast-paced team at an American/Australian-owned firm.

Qualifications

• 2–3+ years in customer service in a BPO environment.
• Experience handling inbound and outbound client calls.
• Strong phone and communication skills.
• Excellent command of English with neutral/American accent.
• Experience with case management or related software preferred.

Responsibilities

• Handle inbound and outbound calls with existing clients regarding their SSDI cases.
• Answer routine questions on case status, processing, forms, exams and next steps.
• Explain SSDI procedures clearly and help clients understand SSA correspondence.
• Document client communications, agency contacts, and follow-up activities in NEOS.
• Escalate complex or legal matters to the appropriate law firm staff.

Skills

Customer service

Call center

Communication

Active listening

English proficiency

BPO experience

Case management

Tools

NEOS

CRM software

Job description

The SSDI Case Management Agent provides ongoing support to existing law firm clients throughout the Social Security Disability claims process. The position handles inbound and outbound client calls, answers questions regarding case status and routine SSDI procedures, follows up with the Social Security Administration (SSA) and other agencies as needed, and maintains accurate case records in the firm's case management system.

Agents serve as an important communication link between clients, Social Security, and the law firm team, while escalating complex or legal questions to the appropriate law firm staff member.

Key Responsibilities

Handle inbound and outbound calls with existing clients regarding their Social Security Disability cases.

Answer routine questions regarding case status, claim processing, correspondence, forms, examinations, appointments, and next steps.

Explain SSDI procedures and terminology clearly and help clients understand routine correspondence from SSA or Disability Determination Services (DDS).

Review client files and communication history to provide accurate and consistent information.

Contact SSA, DDS, claims specialists, and other appropriate agencies to obtain case updates or resolve routine processing issues.

Follow up with clients regarding outstanding information, documentation, medical updates, appointments, and other case requirements.

Recognize complex, unusual, or legal matters and elevate them to the appropriate law firm staff member.

Accurately document client communications, agency contacts, status updates, and follow-up activities in NEOS.

Maintain organized and timely follow-up on outstanding case-related items.

Excellent verbal and written English communication and active-listening skills

Professional, patient, and empathetic client-service approach

Naturally engaging, talkative, and conversational communication style, with the ability to build rapport and trust and encourage open, organic conversation with clients

Ability to learn, retain, and clearly explain detailed SSDI procedural information

Strong attention to detail, organization, documentation, and follow-through

Ability to manage a high volume of client communications and multiple follow-up activities

Sound judgment and ability to recognize matters requiring escalation

Comfortable making outbound calls and communicating with government agencies and other third parties

Strong computer proficiency and ability to navigate multiple systems while communicating with clients

Ability to appropriately handle sensitive and confidential client information

Qualifications

At least 2-3+ years of continuous customer service experience in a BPO environment

Experience handling both inbound and outbound client calls required

Strong phone and communication skills

Must have excellent command of the English language, with neutral or American accent

Previous experience in Social Security Disability, legal client services, case management, claims, healthcare, insurance, or a similar client-support environment is preferred

Working knowledge of the Social Security Disability process is preferred

Previous law firm or legal services experience is a plus

Experience with case management or CRM software preferred; NEOS experience is a plus

BPO experience and/or additional education or training in legal studies, healthcare, social services, or a related field is a plus

Willing to work on-site

Willing to work the night shift

Ideal Candidate

The ideal candidate is naturally conversational, personable, and comfortable engaging clients while also being a strong listener. They build rapport and trust easily, communicate information clearly, and make clients feel comfortable asking questions and sharing relevant information.

They are also organized, detail-oriented, proactive about follow-up, and disciplined about documentation and know when an issue should be escalated.

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work"! The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it!

Enjoy the following benefits:

• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.