Call Center Associate Eligibility Specialist

Jefferson County CO•Golden, CO

5h•Hybrid

About The Position

Jefferson County invites you to apply for the Call Center Associate Eligibility Specialist position. This role offers the opportunity to serve the community while working in a collaborative, fast-paced, and mission-driven environment focused on supporting individuals and families across Jefferson County. Call Center Associate Eligibility Specialists are the first point of contact for customers calling Human Services regarding public assistance programs and their cases. In this role, you will provide clear, accurate , and timely information while delivering compassionate, high-quality customer service. Staff are responsible for helping customers navigate county systems, answering questions related to benefits and eligibility, and ensuring customers understand next steps and required documentation. Successful candidates are strong communicators who can balance empathy, professionalism, efficiency, and attention to detail in a high-volume call center environment . This role regularly involves supporting customers who may be experiencing stress, frustration, or heightened emotional situations. This position requires critical thinking, problem-solving, and the ability to navigate multiple systems while maintaining a customer-centered approach. The Associate Eligibility Specialist also provides administrative and customer support to Human Services staff and clients, documents interactions thoroughly, and helps connect customers to additional county or community resources when appropriate . This position will work remotely, four days a week from 7:00am – 5:30pm (Monday-Thursday). You will be asked to come on-site for required in-person meetings, training and occasional technical support.

Requirements

High school diploma or equivalent
Commitment to serving the community with empathy, professionalism, and a customer-centered approach aligned with the mission, vision, and values of Jefferson County Human Services.
Ability to effectively manage difficult or emotionally charged customer interactions while maintaining professionalism and composure.
A bility to understand and apply county, state, and federal policies, procedures, and regulations related to public assistance programs.
Strong attention to detail and accuracy while navigating multiple computer systems and entering case information.
Excellent verbal and written communication skills, including the ability to explain complex processes and program requirements clearly to customers.
Strong organizational skills with the ability to manage competing priorities, adapt to changing processes, and meet deadlines.
Ability to thrive in a fast-paced Call Center environment with frequent changes to program rules , pol icies, and guidelines.

Nice To Haves

One or more years of e xperience in determining eligibility for public assistance pro grams such as Medicaid and SNAP utilizing the Colorado Benefits Management System (CBMS)
Experience providing customer service in a high-volume or fast paced environment
Experience using de-escalation techniques with customers experiencing stress or crisis
Experience entering and maintain accurate information within complex computer systems or databases
Bilingual skills preferred

Responsibilities

Answer high-volume inbound calls from customers regarding public assistance programs , benefits, and case-related questions.
Review customer cases in CBMS and other systems to provide accurate information regarding case status, eligibility requirements, notices, interviews, and verification requests.
Triage customer needs and determine appropriate next steps, including routing calls, scheduling appointments, or referring cases to the appropriate program area or staff member.
Educate customers on Human Services programs, application processes, documentation, timelines, and available county or community resources.
Document all customer interactions thoroughly and accurately in county systems, including actions taken, information provided, and follow-up needs.
Provide professional, empathetic, and trauma-informed customer service while managing challenging or escalated interactions in a fast-paced call center environment.
Maintain productivity, quality, and timeliness standards while balancing efficiency with customer care and accuracy.
Assist customers with navigating online systems and completing processes related to benefits and services.
Send follow-up communications to customers as needed regarding verification requests, documentation, or case clarification.
Collaborate with Eligibility Specialists, Supervisors, Leads, and other Human Services staff to suppo rt tim ely a nd accur ate customer service delivery.
Maintain confidentiality and handle sensitive customer information in accordance with county, state, and federal regulations.
Perform other duties and responsibilities as assigned.