Contractor Customer Service Representative (CSR)

About the Role

As a Contractor Customer Service Representative (CSR) within Wipro's Contact Center, you will play a vital role in supporting participants by collecting and verifying comprehensive social, financial, and medical information to assess eligibility and provide medical assistance benefits. This hybrid role requires on-site presence in Jefferson City, MO with remote work capabilities, and candidates must be authorized to work in the United States. What You'll Do

• Gather, review, and accurately input diverse social, financial, and medical data to determine eligibility for medical assistance benefits across multiple platforms and applications.
• Maintain up-to-date electronic records reflecting all participant interactions, actions taken, and educational efforts provided, ensuring thorough documentation and follow-up.
• Manage participant inquiries and annual reviews in a timely manner, adhering to program guidelines and deadlines.
• Communicate agency policies, procedures, and relevant rules clearly to participants and stakeholders to facilitate understanding and compliance.
• Provide referrals for families, children, adults, or seniors to appropriate community resources.
• Achieve or surpass established daily performance metrics including accuracy, customer service standards, and overall quality.
• Engage in training and continuous learning opportunities to enhance professional competence and service delivery.
• Handle inbound and outbound calls within a call center environment, addressing inquiries related to eligibility for income maintenance programs and following up to clarify or gather information as needed.
• Perform additional tasks related to the role as assigned, demonstrating flexibility and teamwork. What We're Looking For
• High School Diploma or equivalent.
• Knowledge of mathematical and accounting principles as applied to calculating public assistance benefits accurately.
• Experience in assessing case details and applying 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.
• Ability to maintain organized, accurate records and prioritize workload to meet deadlines.
• Adaptability to policy changes and varied work assignments.
• Proficiency in using PCs and contemporary automated technologies to maintain detailed case records.
• Strong understanding of federal and state laws and program policies with the ability to explain and apply them.
• Excellent communication skills for interaction with applicants, recipients, and team members.
• Commitment to delivering exceptional customer service. Compensation & Benefits
• Compensation ranges from $22/hr to $23/hr.
• Wipro’s standard benefits include medical and dental options, disability insurance, paid time off (including sick leave), and other paid and unpaid leave options.
• Some roles may require post-offer drug screening, subject to state law.
• Equal employment opportunities for all applicants; diverse and inclusive workplace.