SSDI Case Navigator & Client Advocate

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

Benefits offered by this job

Medical/Dental coverage

Life insurance

Free weekly in-house massage

Referral bonuses

Career development

Job summary

Select VoiceCom in Cebu City is seeking an SSDI Case Management Agent to support existing law firm clients through the Social Security Disability claims process. You will handle inbound and outbound calls, answer questions on case status and SSDI procedures, and maintain accurate case records in the NEOS system.

The ideal candidate has 2-3+ years of customer service experience in a BPO, excellent English, and a patient, empathetic approach with clients.

Qualifications

• At least 2-3+ years of continuous customer service experience in a BPO environment.
• Experience handling both inbound and outbound client calls is required.
• Strong phone and communication skills.
• Excellent command of the English language, with neutral or American accent.

Responsibilities

• Handle inbound and outbound calls with existing clients regarding their Social Security Disability cases.
• Answer routine questions regarding case status, claim processing, forms, examinations, appointments, and next steps.
• Explain SSDI procedures and terminology and help clients understand routine SSA correspondence.
• Review client files and communication history to provide accurate information.
• Contact SSA, DDS, claims specialists, and other agencies to obtain case updates or resolve issues.
• Follow up with clients on outstanding information, documentation, and appointments.
• Escalate complex matters to appropriate law firm staff.
• Document client communications and status updates in NEOS.
• Maintain organized and timely follow-up on case-related items.

Skills

English fluency

Empathy

Active listening

Attention to detail

CRM software

Tools

NEOS CRM

Job description

Select VoiceCom in Cebu City is seeking an SSDI Case Management Agent to support existing law firm clients through the Social Security Disability claims process. You will handle inbound and outbound calls, answer questions on case status and SSDI procedures, and maintain accurate case records in the NEOS system.

The ideal candidate has 2-3+ years of customer service experience in a BPO, excellent English, and a patient, empathetic approach with clients.