Contractor CSR Contact Center 1

Wipro; United States; In loco; USD 30.307 - 31.684; Tempo pieno

Vantaggi offerti da questo lavoro

Medical & dental benefits

Disability insurance

PTO & leave

Descrizione del lavoro

Wipro Limited in the United States is seeking a Contractor Customer Service Representative (CSR) to support participants by collecting and verifying social, financial, and medical information for medical assistance eligibility. This hybrid role requires on-site presence in Jefferson City, MO with remote capabilities and U.S.

work authorization. You will input data across multiple systems, maintain thorough records, and handle inquiries while meeting program guidelines and deadlines.

Competenze

• High School Diploma or equivalent required.
• Ability to apply math and accounting concepts to determine benefits.
• Experience reviewing case details and making eligibility decisions.
• Understanding of public assistance program rules and policies.
• Ability to handle challenging client behavior with patience and empathy.
• Strong records management and prioritization skills.
• Adaptability to policy and process changes.
• Proficient with PC and standard software to maintain case records.
• Ability to explain federal/state laws and program rules clearly.
• Excellent communication with applicants, recipients, and team members.

Mansioni

• Gather and input diverse social, financial, and medical data to determine eligibility for medical assistance benefits.
• Maintain accurate electronic records of participant interactions and actions taken.
• Handle inbound/outbound calls in a call center environment and address inquiries.
• Assist with annual reviews and follow up to collect needed information.
• Provide referrals to community resources as appropriate.

Conoscenze

Customer service

Data entry

Regulatory knowledge

Communication

Empathy

Formazione

High School Diploma

Descrizione del lavoro

Remote

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future‑ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever‑changing world. For additional information, visit us at www.wipro.com.

Job Description

Long Description

Location & Work Model

This position operates in a hybrid model, requiring on‑site presence in Jefferson City, MO, complemented by remote work capabilities. Candidates must be authorized to work in the United States as either a US Citizen or Green Card holder.

Overview

As a Contractor Customer Service Representative (CSR) within our Contact Center, you will play a vital role in supporting participants by collecting and verifying comprehensive social, financial, and medical information. This information is essential to assess eligibility and provide medical assistance benefits through precise data entry and adherence to program protocols.

Key Responsibilities

• Gather, review, and accurately input diverse social, financial, and medical data to ensure eligibility for medical assistance benefits across multiple platforms and applications.
• Maintain up-to-date, meticulous electronic records reflecting all participant interactions, including actions taken and educational efforts provided, ensuring consistent documentation and follow‑up.
• Execute a variety of tasks concurrently, keeping informed of evolving program requirements to maintain compliance and service quality.
• Manage participant inquiries and annual reviews in a timely manner, meeting client needs while adhering to program guidelines and deadlines.
• Communicate agency policies, procedures, and relevant rules clearly and professionally to participants and stakeholders to facilitate understanding and compliance.
• Provide referrals for families, children, adults, or seniors receiving assistance to appropriate community agencies or resources that can offer additional support.
• Achieve or surpass established daily performance metrics including accuracy, customer service standards, and overall quality.
• Engage proactively in training, development sessions, and continuous learning opportunities to enhance professional competence and service delivery.
• Handle inbound and outbound calls professionally within a call center environment, addressing participant inquiries related to eligibility for income maintenance programs, and following up to clarify or gather additional information when necessary.
• Perform additional tasks related to the role as assigned, demonstrating flexibility and commitment to team goals.

Required Experience & Skills

• Possess a High School Diploma or an equivalent qualification.
• Demonstrate knowledge of mathematical and accounting principles as applied to calculating public assistance benefits accurately.
• Experience in assessing case details and executing decisions that align with established eligibility criteria.
• Understanding of the philosophy, objectives, and general provisions governing public assistance programs.
• Proven ability to manage challenging client behaviors with patience and empathy, including fear, hostility, and aggression.
• Skilled in maintaining organized, accurate records and prioritizing workload effectively to meet strict deadlines.
• Adaptability to changes in policy, procedural updates, and varied work assignments.
• Proficiency in using personal computers and contemporary automated technologies to establish and maintain detailed case records.
• Strong comprehension of federal and state laws as well as program policies and procedures, with the ability to explain and apply them effectively.
• Excellent communication skills for interaction with applicants, recipients, and team members, enhancing understanding and cooperation.
• A commitment to delivering exceptional customer service and fostering positive participant experiences.

Compensation

The expected compensation for this role ranges from $22/hr to $23/hr. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience.

Benefits

• full range of medical and dental benefits options
• disability insurance
• paid time off (inclusive of sick leave)
• other paid and unpaid leave options