Customer Service/Call Center - Income Maintenance Specialist

State of Wisconsin; Milwaukee (WI); On-site; Full time

Job summary

The State of Wisconsin is seeking a Customer Service/Call Center - Income Maintenance Specialist to assist Milwaukee County residents with eligibility for various assistance programs. This entry-level position requires excellent communication and math skills, with a focus on customer service in a high-volume call center environment. A comprehensive benefits package is offered, including health plans and retirement options.

Benefits

3.5 weeks of vacation

9 paid holidays

Health plan options starting at $42/month

Participation in Wisconsin Retirement System

Exceptional pension plan

Public Service Loan Forgiveness Program

Qualifications

• Experience providing customer service.
• Experience collecting information and maintaining electronic records.
• Ability to perform basic math calculations.

Responsibilities

• Provide information and referrals to residents about economic assistance benefits.
• Assess factors to determine program eligibility.
• Manage high-volume case management duties over the phone.

Skills

Customer Service

Communication

Math

Critical Thinking

Job description

Customer Service/Call Center - Income Maintenance Specialist

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Customer Service/Call Center - Income Maintenance Specialist

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Introduction

The Division of Medicaid Services (DMS) is filling multiple Income Maintenance Specialist (IMS) - Call Center Customer Service Specialist positions at Milwaukee Enrollment Services (MilES). MilES is located at 6055 N. 64th Street, Milwaukee and UMOS 2701 S. Chase Ave., Milwaukee with free on-site parking and access to the bus line.

MilES serves residents of Milwaukee County to determine eligibility for Medicaid, BadgerCare Plus, FoodShare, and other income maintenance assistance programs.

As an employee of the State of Wisconsin, you'll also have access to an amazing benefits package, including:

• 3.5 weeks of vacation, 9 paid holidays and ample sick time; limitation may apply for leave time usage in the first six months.
• Top rated health plan options starting at $42/month for single plans and $104/month for family plans, after 2 months of state service.
• Participation in the Wisconsin Retirement System, which is considered among the best in the country!
• Exceptional pension plan with at least a 6.95% employer match in 2025. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
• Public Service Loan Forgiveness Program employer.
  
  

Click here to see what working for the State of Wisconsin is all about!

Position Summary

Benefits

This is a high-volume call-center environment, being on the phone a minimum of 6 hours and 45 minutes a day. As an IMS, you will provide information and referrals to Milwaukee County residents inquiring about available economic assistance benefits. High-volume case management duties are carried out over the phone or occasionally in person for applicants and/or recipients of:

• Medical Assistance
• BadgerCare Plus
• Child Care
• FoodShare
• W-2
• other economic assistance programs.
  
  

You must assess a range of factors to apply complicated federal, state, and local policies to accurately determine program eligibility. A variety of complex computer systems are used in determining program eligibility and in managing cases.

Excellent verbal and written communication skills are required when speaking with clients, reviewing documents, interpreting policies, and processing cases. Math and critical thinking skills are essential in this position.

Salary Information

Pay starts at $25.25 per hour and is based on experience, or the minimum at the time of appointment. A 12-month probation is required.

Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as an Income Maintenance Specialist and is in pay schedule and range 12/64.

Job Details

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire.

Note: Newly hired IMS must successfully complete the paid training class. The hours of the training class are 8:00 am – 4:30 pm, Monday through Friday. The training class is in-person training, requiring on-site attendance five days per week at the 64th street office. Attendance in the training class is mandatory. No requests for time off will be approved during training.

Qualifications

Minimally qualified applicants will have all of the following:

• Experience providing customer service
• Experience collecting information and maintaining electronic records
• The ability to perform basic math calculations (addition, subtraction, multiplication, division)
  
  

Well-qualified applicants will also have experience in one or more of the following:

• Working in a call center
• Handling confidential or sensitive information securely
• Interpreting and applying policies in decision-making
  
  

For a guide on developing your resume and what should be included, click here.

How To Apply

Applying is easy! Click “Apply for Job” to start your application process. Sign into your account or click “New User” to create an account before applying for the job. Follow the steps outlined in the application process to submit your application.

Helpful Information

• Once your application is submitted, no changes are allowed. Click “Save” to allow changes to your application as needed before submitting by the deadline.
• You may want to save a copy of the job posting for referencing after the deadline.
• Please monitor your email for communications related to this position.
• Current or former permanent, classified, state employees must complete the online application process to be considered.
• If viewing through an external site, please apply directly at Wisc.Jobs.
• For technical assistance and general information, please see Frequently Asked Questions. For questions about the position, to request a copy of the full position description, or for other employment inquiries, please contact Stacy Koenig in Human Resources at [e-mail] .
  
  

DHS is an Equal Opportunity and Affirmative Action employer..

Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs, click here.

Deadline to Apply

The deadline to apply is May 19, 2025 by 11:59 pm. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am – 4:30 pm. Late or incomplete applications will not be accepted.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Government Administration

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