Cybermedia Technologies, LLC (CTEC) · 3 months ago
Beneficiary Help Line Specialist
United States
Full-time
Remote
Mid Level
4+ years expCTEC is a leading technology firm that provides modernization, digital transformation, and application development services to the U.S. Federal Government. They are seeking a Beneficiary Help Line Specialist to provide high-quality customer service and accurate information to Social Security beneficiaries, assisting them with inquiries about benefits and program requirements.
ConsultingInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Respond promptly and professionally to beneficiary inquiries about Social Security benefits, work incentives, and program options
Accurately research, interpret, and explain SSA program policies and procedures to callers in a clear and accessible manner
Document all interactions, actions taken, and resolutions in case management systems to maintain accurate records
Identify and promptly escalate complex, sensitive, or unresolved issues to supervisory staff or appropriate resources
Comply with SSA privacy, security, and confidentiality regulations when handling beneficiary information
Participate in regular training, team meetings, and performance improvement initiatives
Maintain up-to-date knowledge of SSA programs, procedures, and updates relevant to beneficiary services
Support the continuous improvement of the Help Line by providing feedback on caller needs, trends, and opportunities for content or process enhancements
Assist in special projects or outreach efforts as directed by management
Qualification
Required
High school diploma or GED with 4–5 years of relevant experience in customer service, call center, or related roles
Strong verbal communication and active listening skills
Ability to explain complex information clearly and patiently to diverse audiences
Proficient in Microsoft Office Suite and basic computer operations
Strong problem-solving abilities and attention to detail
Commitment to providing excellent, courteous service and upholding strict confidentiality and security standards
Ability to work effectively both independently and as part of a team
Must be a US Citizen and able to obtain and maintain a SSA Public Trust clearance
Preferred
Experience with case management or customer relationship management (CRM) systems preferred
Benefits
Paid vacation & Sick leave
Health insurance coverage
Career training
Performance bonus programs
401K contribution & Employer Match
11 Federal Holidays
Company
Cybermedia Technologies, LLC (CTEC)
We modernize legacy infrastructure, secure mission-critical systems and design digital experiences that impact millions of federal workers & American citizens every day.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$44MKey Investors
Main Street Capital
2023-05-17Private Equity· $44M
2023-05-17Debt Financing
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