Elder Fraud Hotline Assistant - Victim Services (ON-CALL PART-TIME REMOTE ROLE)

ICF•Reston, VA

33d•Remote

About The Position

As an Elder Fraud Hotline Assistant, you will perform a range of duties to assist callers and team operations, in support of ICF’s implementation of a nationwide hotline serving older Americans who have been victims of fraud, including answering hotline calls and assisting the team with administrative and operational tasks. Technical and programmatic training will be provided. Applicants are required to obtain Public Trust Clearance. This is an ON-CALL PART TIME ROLE. Candidates must be willing to work as needed during the program hours of 10:00 am to 6:00 pm ET, Monday-Friday. The work requires general experience and capabilities supporting project teams. Capable of providing support for: typing, copying, meeting scheduling and similar related activities. Ideal candidates will possess a passion for providing services for older Americans who may be victims of financial fraud. The successful candidate must be empathetic, respectful, professional, courteous, and eager-to-learn and display sensitivity to the confidential nature of ICF’s work with clients in the Victim Services portfolio.

Requirements

Associate’s Degree
Minimum 1 year experience in social science, public policy, business or related discipline.
Must have no financial or other potential conflicts of interest that would impair one’s ability to provide fair and unbiased advice and assistance to callers.
U.S. citizenship is required by federal government contract.
This position requires a Public Trust security clearance. Applicants will be subject to a government security investigation to obtain clearance prior to the start date.
Superior interpersonal skills, including courtesy, professionalism, empathy, and cooperative attitude.
Proficiency with MS Office
Ability to use a computer and navigate at high functionality.
Excellent oral and written communication skills.

Nice To Haves

Bilingual in English/Spanish is a plus.
Demonstrated experience in staffing a Call Center/Hotline or providing services in a fast-paced environment
Ability to adhere to timelines and tasks in a fast-paced environment, and collaborate with other teams to complete project deliverables
Experience working with a diverse team housed in a variety of locations
Experience working in systems that serve older victims of crime
Understanding and experience working on national-level efforts
Experience analyzing quantitative and qualitative data
Ability to communicate with excellence, both orally and in writing
Demonstrated highly professional demeanor
Excellent interpersonal skills
Ability to work with various levels of internal staff, as well as clients, and vendors

Responsibilities

Respond to caller inquiries and requests for information, provide guidance as defined in approved reference guides, policies, and procedures.
Advocate on behalf of the caller and accurately document customer interactions.
Actively listen to caller and take initiative to seek actionable solutions to customer goals or problems.
Identify and resolve customer issues with professionalism and with the collaboration of cross-functional team members as appropriate.
Maintain confidentiality regarding company and customer information.
Assist team with administrative tasks, such as organizing electronic files, and taking notes during meetings.
Supporting data collection, research and report writing.
Follow all policies and guidelines set by company.
Performing other related duties as assigned

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume