Associate Eligibility Specialist - Call Center

Jefferson County, Colorado; United States; Hybride; USD 30 000 - 32 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

Paid time off

Holidays

Retirement matching

Wellness programs

Tuition reimbursement

Flexible schedules

Remote work options

Résumé du poste

Jefferson County Human Services invites you to apply for the Call Center Associate Eligibility Specialist role. You will help individuals and families access public assistance programs, answering questions about benefits, applications, renewals, and case status.

You will document interactions clearly and provide empathetic, patient support in a busy environment. The position emphasizes strong written communication, attention to detail, and collaboration with supervisors to ensure accurate,

Qualifications

• High school diploma or equivalent required.
• 1+ year of high-volume customer service or call center experience preferred.
• Bilingual skills preferred.
• Experience using de-escalation techniques with customers under stress.
• Ability to maintain accurate information in complex computer systems.
• Commitment to empathetic, professional service aligned with Jefferson County Mission.

Responsabilités

• Answer high-volume inbound calls about public assistance programs and case-related questions.
• Review cases in CBMS to provide accurate eligibility information and status updates.
• Triages needs and routes calls or refers cases appropriately.
• Educate customers on programs, required documents, timelines, and resources.
• Document customer interactions clearly in county systems and follow up.
• Provide trauma-informed, compassionate service in a fast-paced call center.
• Maintain productivity and quality while balancing efficiency and care.
• Assist customers navigating online systems and applications.
• Send follow-up communications about verifications or case clarifications.
• Collaborate with Eligibility Specialists and Supervisors to ensure timely service.

Connaissances

Customer service

Communication

De-escalation

Empathy

Documentation

Trauma-informed

Attention to detail

Problem solving

Written communication

Formation

High school diploma or equivalent certificate

Outils

CBMS

Description du poste

Job Posting Closes at 11:59PM on: 10/25/26

Division: Community Assistance Division

Management Level: Individual Contributor

Scheduled Weekly Hours: 40

Benefit Eligibility

This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

BENEFITS

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental and vision insurance, paid time off and holidays, retirement matching, wellness programs, tuition reimbursement, flexible schedules, remote work options and more. For more information, see our Total Rewards summary.

JOB DESCRIPTION SUMMARY

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This is an opportunity to make a difference in your community by helping individuals and families get the help they need through public assistance programs. You will be part of a supportive, team-focused environment where providing excellent customer service is a priority. As a Call Center Associate Eligibility Specialist, you will be one of the first people customers speak with when they call Human Services for help with programs such as Medicaid, SNAP (food assistance), and other benefits. You will answer questions about benefits, applications, renewals, and case status. You will also help customers understand what documents they need to provide, what steps to take next, and where to find additional help, You Will regularly assist customers who may be facing difficult situations or feeling stressed, frustrated, or upset. You must be able to remain calm, patient, respectful, and professional during these conversations over the phone. We are looking for individuals who are patient, dependable, organized, and comfortable working in a busy Call Center. You should be able to communicate clearly, pay close attention to details, solve problems, and use multiple computer systems. Strong writing skills are especially important, as you will be responsible for keeping clear, accurate, and detailed notes about customer interactions and communicating information in writing.

SCHEDULE

This position will work remotely, four days a week from 7:00am – 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training and occasional technical support.

COMPENSATION

Hiring Range: $22.00-$23.00 USD Hourly

Compensation will be determined based on education, experience, and skills.

Please note that you must be a Colorado resident at the time of hire to be considered for this position.

ESSENTIAL DUTIES

• Answer high-volume inbound calls from customers regarding public assistance programs, benefits, and case-related questions.
• Review customer cases in Colorado Benefits Management System (CBMS) and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
• Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
• Educate customers on Human Services programs, application processes, required documentation, timelines, and available county or community resources.
• Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
• Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
• Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
• Assist customers with navigating online systems and completing processes related to benefits and services.
• Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
• Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to support timely and accurate customer service delivery.
• Maintain confidentiality and handle sensitive customer information in accordance with county, state, and federal regulations.
• Perform other duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent certificate required

PREFERRED KNOWLEDGE, SKILLS AND ABILITIES

• Minimum one year of work experience in a high-volume customer service or call center environment.
• One or more years of experience in determining eligibility for public assistance programs such as Medicaid and SNAP utilizing the CBMS
• Bilingual skills preferred.
• Experience using de-escalation techniques with customers experiencing stress or crisis
• Experience entering and maintain accurate information within complex computer systems or databases.
• Commitment to serving the community with empathy, professionalism, and a customer centered approach aligned with the mission, vision, and values of Jefferson County Human Services.

SKILLS, ATTRIBUTES, AND THAT WOULD LEAD TO SUCCESS IN THIS ROLE

• Customer Service and Conflict Resolution: Ability to effectively manage difficult or emotionally charged customer interactions while demonstrating professionalism, empathy, patience, and composure.
• Policy Knowledge and Critical Thinking: Ability to understand, interpret, and accurately apply county, state, and federal policies, procedures, and regulations related to public assistance programs while exercising sound judgment and problem-solving skills.
• Attention to Detail and Accuracy: Strong attention to detail and commitment to accuracy when navigating multiple computer systems, documenting customer interactions, and entering or updating case information.
• Communication Skills: Excellent verbal and written communication skills, including the ability to clearly explain complex program requirements and processes to customers with diverse needs and backgrounds.
• Organization and Adaptability: Ability to manage competing priorities, meet performance expectations and deadlines, and adapt to frequent changes in policies, procedures, and operational demands within a fast-paced, high-volume Call Center environment.

ADDITIONAL REQUIREMENTS

• Driver’s License: Positions that require driving on County business in either a county or personal vehicle require a valid Colorado’s driver’s license within 30-days of hire or beginning to serve as an intern or volunteer.
• Pre-Employment Screening: Offer of employment is contingent upon successful completion of criminal history, motor vehicle report, education verification, and/or references for all positions.
• Accommodations Statement: We encourage people with disabilities to apply and are committed to providing reasonable accommodations throughout our hiring process. For assistance with applications, interviews, or other hiring-related accommodations, contact [e-mail]. This contact is for accommodation requests only and cannot provide application status updates.