Customer Service Representative - West Lafayette, IN

Maximus; West Lafayette (IN); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health insurance coverage

Retirement savings plan

Paid holidays and paid time off

Job summary

Maximus in the United States (Indiana) seeks an Eligibility Specialist to screen applications, assess eligibility for Medicaid/SNAP/TANF, and process case referrals. You will routinely interact with applicants, collect missing information, and ensure accurate data entry in the state system.

The role requires strong customer service skills, attention to detail, and the ability to navigate a fast-paced environment while meeting quality metrics and deadlines.

Qualifications

• High school diploma or GED required; 0–2 years of relevant experience.
• Proven customer support or Client Service experience preferred.
• Accurate data entry (40 keystrokes/minute).
• Strong verbal and written communication skills.
• Ability to handle fast-paced, deadline-driven work.

Responsibilities

• Receive, assess, and screen applications; communicate with clients to collect information.
• Validate income, assess eligibility, and manage case referrals.
• Engage with program participants daily and educate on services.
• Collaborate with clients to attain program objectives and ensure continuity of services.
• Handle high-volume inbound calls; explain Medicaid, SNAP, and TANF requirements.
• Enter applicant data into the State eligibility system and prepare cases for disposition.
• Meet QA and performance metrics; escalate risks when needed.

Skills

Customer service

Data entry

Communication skills

Problem-solving

Teamwork

Attention to detail

Organization

Written communication

Verbal communication

Education

High School Diploma or GED

Some college

Tools

Eligibility System

Job description

Essential Duties and Responsibilities:- Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.- Validate and calculate income, assess eligibility, and manage case referrals.- Engage regularly with program participants on a daily basis.- Potentially educate clients on fundamental program services and eligibility prerequisites.- Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.- Fulfill additional responsibilities as delegated by Management.- Handles high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift answer questions regarding the Medicaid, SNAP, and TANF programs.- Apply State and/or federal eligibility rules for applicant/recipient information assessment.- Verifies applicant/recipient data through system interfaces.- Facilitates the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.- Communicates with applicants/recipients while researching and updating cases and documenting calls simultaneously.- Educates callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.- Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.- Verifies and enters applicant/recipient data into the State's eligibility system and prepares cases for disposition by State Eligibility Consultant.- Processes cases and takes necessary action on missing information promptly.- Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.- Identify and escalate risks to management.- Attends all meetings and completes all trainings to stay informed on project/position updates.- Fulfill all performance requirements associated with eligibility processes.- Perform additional duties as assigned by management.Minimum Requirements- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.- Proven customer support or Client Service Representative experience strongly preferred.- Ability to handle complex service inquiries via telephone.- Strong critical thinking and problem-solving skills.- Moderate difficulty assignments requiring judgment and issue resolution.- Understanding of work implications and ability to recommend solutions.- Accurate data entry (40 keystrokes/minute), strong interpersonal skills.- Positive relationship-building with customers and state eligibility consultants.- Attention to detail; excellent organizational, verbal, and written communication skills.- Comfortable in a fast-paced, deadline-oriented environment.- Capable of executing many complex tasks simultaneously.- Team player with the ability to work independently.- Ability to remain stationary for an extended period.-Have a valid State drivers license or ID.Preferred Skills and Qualifications- Call Center experience.- 2+ years of relevant professional experience.- Some college or a college degree.#INEligibilityEEO StatementMaximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at [e-mail] .Minimum Salary$18.00Maximum Salary$18.00