SSDI Case Manager - Empathetic Client Support (Night Shift)

Select Voice; Cebu City; On-site; PHP 246,000 - 379,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance program

Free weekly in-house massage

Referral bonuses

Career development

Service incentive leave program

Annual salary increase based on perf.

Fun and family-like working env

Quarterly team outing

Free coffee & hot chocolate

Sleeping lounge & canteen

Cebu IT Park location

Job summary

Select VoiceCom in Cebu City seeks a SSDI Case Management Agent to support existing law firm clients through the SSDI claims process. You will handle inbound and outbound calls, answer questions on case status, and escalate complex issues to the appropriate staff.

As a key liaison between clients, SSA, and the firm, you will document communications in NEOS, manage follow-ups, and maintain organized case records. On-site night shift. Strong English and detail-oriented skills are required.

Qualifications

• 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.

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.

Skills

English communication

Customer service

Active listening

Empathy

Outbound calls

Attention to detail

CRM experience

NEOS

Documentation

Escalation skills

Tools

NEOS

Job description

Select VoiceCom in Cebu City seeks a SSDI Case Management Agent to support existing law firm clients through the SSDI claims process. You will handle inbound and outbound calls, answer questions on case status, and escalate complex issues to the appropriate staff.

As a key liaison between clients, SSA, and the firm, you will document communications in NEOS, manage follow-ups, and maintain organized case records. On-site night shift. Strong English and detail-oriented skills are required.