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

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Description

Elder Fraud Hotline Assistant -Victim Services - ON-CALL

Job Description

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.

**Key Responsibilities Include: **

• 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
  
  

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.

Basic Qualifications

• 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.
  
  

Additional Qualifications Required

• 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.
  
  

Preferred Skills/Qualifications

• 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
  
  

Professional Skills

• 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
  
  

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO (https://www.icf.com/legal/equal-employment-opportunity) policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email  Candidateaccommodation@icf.com  and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. 

Read more about  workplace discrimination righ t s or our benefit offerings which are included in the  Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at  candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.  

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$31,422.00 - $53,417.00

Nationwide Remote Office (US99)

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