Call Center Representative / Member Liaison

Job Description

Job Description

Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NABR) for the third consecutive year.

Join Our Dynamic Team and Make a Meaningful Impact!

Are you passionate about helping others navigate complex systems and achieve life-changing outcomes? We are seeking a Member Liaison to join our growing team. In this essential role, you’ll manage a caseload of pending Social Security applications, ensuring that all required documentation and information are collected to move each case toward a successful approval.

You will serve as a bridge between our members and government agencies, providing exceptional service, timely follow-ups, and proactive problem-solving to ensure our clients receive the benefits they need.

What You’ll Do

• Manage and monitor a caseload of pending Social Security applications daily.
• Act as a liaison between members and government agencies, conducting outreach via phone calls and letters.
• Follow up with agencies to obtain status updates and advocate for expedited decisions.
• Prioritize tasks using reports and queries to meet performance benchmarks.
• Escalate complex or aging cases when necessary and recommend solutions.
• Provide excellent customer service by educating and counseling members about the Social Security application process.
• Accurately maintain demographic and case information in a proprietary database.
• Prepare documentation for appeals in case of application denial.
• Assist with team training, cross-training, and continuous improvement initiatives.
• Participate in departmental projects and committees as assigned.

What We’re Looking For

Why Join Us

At this time, HFI will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Our Massachusetts based starting salary for this role ranges from $42K-$45K annually. The salary range does not reflect total compensation which includes base salary, benefits and other options.

EEO Statement

HFI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. HFI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HFI will not tolerate discrimination or harassment based on any of these characteristics. HFI encourages applicants of all ages.

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