Beneficiary Support Specialist I

ASM Research • Remote,

13d • Onsite

About The Position

Serves as a frontline representative assisting individuals who receive disability benefits under Supplemental Security Income (SSI) or Social Security Disability Insurance (SSDI). Responsible for routine/basic inbound call, outbound call, email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Provides clear, empathetic, and accurate information about the Social Security Administration’s Ticket to Work Program, helping beneficiaries understand employment support, program eligibility, available resources, and participation options. Completes daily routine tasks and responsibilities to support the Customer Service department or programs.

Requirements

• High School Diploma or GED
• 1-2 years of Call center experience.
• 1-2 years of customer service or public relations experience.
• Proven customer service, call center, or related service experience.
• Available to work during the core call center hours of 8:00 am - 8:00 pm EST, Monday - Friday.
• Ability to successfully adapt and perform during times of high call volume.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong written and verbal communication skills.
• Strong listening ability to interpret and clarify information being provided by customers.
• Strong commitment to providing quality service.
• Ability to foster a good working relationship and rapport with customers.
• Keen attention to detail and accuracy.
• Ability to work well under pressure.
• Unwavering dedication to customer satisfaction and resolving customer concerns.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Ability to obtain and maintain a Public Trust clearance (as applicable).
• Ability to work onsite if required and meet schedule expectations, including overtime when needed.

Responsibilities

• Answer inbound calls and provide accurate information about Ticket to Work eligibility, program guidelines, and participation requirements.
• Assess each caller’s situation to determine next steps and appropriate referrals.
• Explain baseline benefits concepts, including how employment may affect disability benefits.
• Assist callers with routine processing questions and identify when to escalate issues.
• Document and report complaints or concerns regarding service providers using established procedures.
• Supports routine inbound and outbound call support to assist caller/customer in accordance with service-level requirements.
• Provides monitoring support and outreach for issue follow up and resolution as requested.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Provide referrals to national and local resources.
• Retrieve, input, and update customer records using internal databases and tracking systems.
• Maintain complete and accurate documentation of all inquiries, referrals, and follow-up actions.
• Log new cases and update existing cases for phone, email, and chat interactions.
• Verify beneficiary account information and ensure proper data integrity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED