Social Worker-Resolutions Specialist
Security Clearance required:No clearance requiredCognosante is on a mission to transform our country's healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!Job DescriptionThe Customer Service Representative II provides information and documents complaints regarding financial institutions and financial products. The Customer Service Representative II reports directly to the Customer Service Supervisor and takes direction from the Customer Service Manager. This is an entry level position responsible for disseminating information and aiding consumer complaints. The Customer Service Representative II must be able to evaluate the call to know when to escalate the inquiry/complaint.Key Responsibilities Adhere to the Privacy Act as it relates to the confidentiality of information receivedProvide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information.Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.Successfully complete ongoing training requirements as business needs dictate.Assist caller with filling out online inquiries and/or complaints and submitting it electronically.Escalate calls as required.Maintain up-to-date knowledge of regulations and policies as they apply.Report problems that occur via the online system, so they can be addressed by the appropriate parties.Respond to telephone inquiries within the set departmental staffing and time parameters.May be required to work scheduled holidays. Overtime may be required.Regular and predictable attendance is required.Perform other related duties as assigned.Required Qualifications:High School diploma or equivalent requiredTwo years of college education at an accredited institution requiredTwo years of experience in customer service requiredTwo years of experience working with financial products or services, such as credit cards, mortgages, loans, etc. requiredSecurity Clearance Required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background checkFamiliarity with CRC or CRM contractor computer systemsAbility to speak Spanish clearly, professionally and pass a language proficiency assessment is a plusMust be able to type a minimum of 20 WPM, 30 WPM preferredAbility to effectively work within established contractual turnaround times requiredMust have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasksProven ability to work as a team member is requiredParticipate in training and receive certification that all required modules received a passing scoreCandidates that do not meet the required qualifications will not be considered.Working Conditions:The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials, boxes, or equipment.The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.As a covered federal contractor, Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 by December 8, 2021 or prior to your start date; whichever comes first. Cognosante will consider requests for reasonable accommodations due to disability or sincerely held religious belief.Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.