Benefits Counselor

Primary Job Objective: The Contact Center Benefits Counselor will support SC Thrive, its sites, and clients via phone by answering questions/inquiries about our supported programs (including but not limited to SNAP, CHIP, Medicaid, Prime, Welvista, state and federal taxes, voter registration, etc.); completing applications for SC Thrive supported programs; resolving problems; maintaining databases (including Charity Tracker); learning and using online systems and updating work logs.

Organizational Relationships: Works in the Contact Center and reports to the Contact Center Manager

Essential Functions include, but are not limited to:

• Become a trained SC Thrive Benefits Counselor
• Successfully navigate and utilize the online application completion tool, the case management system and any other web-based systems used for receiving, updating, and tracking information
• Display understanding of specific information regarding all SC Thrive supported programs (including but not limited to SNAP, CHIP, Medicaid, Prime, Welvista, state and federal taxes, voter registration, etc.)
• Perform client intake interviews and complete applications in person and via phone
• Maintain client confidentiality at all times
• Follow up with agency staff to track status of applications, when applicable
• Build and maintain positive relationships with partners, sites, clients, and agency staff
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfill requests to a positive conclusion by clarifying desired information; completing transactions; referring/forwarding requests
• Maintain Contact Center database by entering information and updating conversations and tasks
• Keep equipment operational by following established procedures and reporting malfunctions
• Learn and communicate SC Thrive mission, vision and goals
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Maintain necessary paperwork
• Reach all personal, application and call goals/expectations
• Assist in capturing stats, applications, goals to maintain/satisfy statewide grant requirements
• Update job knowledge by participating in educational opportunities, attend workshops, as requested
• Other duties, as requested
• Performance Qualifications

• Job Experience/Skills/Certifications:
• Minimum of six (6) months Call Center experience
• Thrives in diverse environments, comfortable working with people from various socio-economic backgrounds
• Consistently displays proficient technological aptitude
• Uses Word, Excel, PowerPoint, and other technological tools as well as conducts Internet navigation and research to assist consumers
• Attend meetings, webinars, conferences, and training refresher courses, as requested
• Work flexible hours, including some nights and weekends, as needed
• Must have a valid SC driver's license, required insurance, reliable transportation, and ability to travel to worksites in SC
• Displays strong attention to detail
• Possesses problem solving, analytical and organizational skills
• Displays ability to work cooperatively in a team environment and be a self-starter
• Willingness to assist with special projects, as requested
• Team player-works well with others (collaborative spirit)

Salary : $0