What are the responsibilities and job description for the Bilingual Customer Service Specialist position at State of Wisconsin?
Introduction
The Division of Medicaid Services (DMS) is filling multiple Bilingual Income Maintenance Specialist (IMS) - Call Center Customer Service Specialist positions at Milwaukee Enrollment Services (MilES). MilES is located at 6055 N. 64th Street, Milwaukee and UMOS 2701 S. Chase Ave., Milwaukee with free on-site parking and access to the bus line. The anticipated start date is January 2026.
MilES serves residents of Milwaukee County to determine eligibility for Medicaid, BadgerCare Plus, FoodShare, and other income maintenance assistance programs.
As an employee of the State of Wisconsin, you'll also have access to an amazing benefits package, including:
Position Summary
Benefits
This is a high-volume call-center environment, being on the phone a minimum of 6 hours and 45 minutes a day. As an IMS, you will provide information and referrals to Milwaukee County residents inquiring about available economic assistance benefits. High-volume case management duties are carried out over the phone or occasionally in person for applicants and/or recipients of:
Excellent verbal and written communication skills are required when speaking with clients, reviewing documents, interpreting policies, and processing cases. Math and critical thinking skills are essential in this position.
Salary Information
Pay starts at $26.00 per hour, or the minimum at the time of appointment, and is based on experience. A 12-month probation is required. An add-on of up to $1.00 per hour will be paid for bilingual skills in Spanish, Hmong, Rohingya, Arabic, or Burmese after the initial training period.
Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as an Income Maintenance Specialist and is in pay schedule and range 12/64.
Job Details
All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.
DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire.
Note: Newly hired IMS must successfully complete the paid training class. The hours of the training class are 8:00 am – 4:30 pm, Monday through Friday. The training class is in-person, requiring on-site attendance five days per week at the 64th Street office. Attendance in the training class is mandatory. No requests for time off will be approved during training. The anticipated start date is January 2026.
Qualifications
Minimally qualified applicants will have all of the following:
How To Apply
Applying is easy! Click “Apply for Job” to start your application process. Sign into your account or click “New User” to create an account before applying for the job. Follow the steps outlined in the application process to submit your application.
Helpful Information
Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs, click here.
Deadline to Apply
The deadline to apply is September 30, 2025 by 11:59 pm. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am – 4:30 pm. Late or incomplete applications will not be accepted.
The Division of Medicaid Services (DMS) is filling multiple Bilingual Income Maintenance Specialist (IMS) - Call Center Customer Service Specialist positions at Milwaukee Enrollment Services (MilES). MilES is located at 6055 N. 64th Street, Milwaukee and UMOS 2701 S. Chase Ave., Milwaukee with free on-site parking and access to the bus line. The anticipated start date is January 2026.
MilES serves residents of Milwaukee County to determine eligibility for Medicaid, BadgerCare Plus, FoodShare, and other income maintenance assistance programs.
As an employee of the State of Wisconsin, you'll also have access to an amazing benefits package, including:
- 3.5 weeks of vacation, 9 paid holidays and ample sick time; limitation may apply for leave time usage in the first six months.
- Top rated health plan options starting at $45/month for single plans and $111/month for family plans, after 2 months of state service.
- Participation in the Wisconsin Retirement System, which is considered among the best in the country!
- Exceptional pension plan with at least a 7.2% employer match in 2025. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
- Public Service Loan Forgiveness Program employer.
Position Summary
Benefits
This is a high-volume call-center environment, being on the phone a minimum of 6 hours and 45 minutes a day. As an IMS, you will provide information and referrals to Milwaukee County residents inquiring about available economic assistance benefits. High-volume case management duties are carried out over the phone or occasionally in person for applicants and/or recipients of:
- Medical Assistance
- BadgerCare Plus
- Child Care
- FoodShare
- W-2
- other economic assistance programs.
Excellent verbal and written communication skills are required when speaking with clients, reviewing documents, interpreting policies, and processing cases. Math and critical thinking skills are essential in this position.
Salary Information
Pay starts at $26.00 per hour, or the minimum at the time of appointment, and is based on experience. A 12-month probation is required. An add-on of up to $1.00 per hour will be paid for bilingual skills in Spanish, Hmong, Rohingya, Arabic, or Burmese after the initial training period.
Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as an Income Maintenance Specialist and is in pay schedule and range 12/64.
Job Details
All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.
DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire.
Note: Newly hired IMS must successfully complete the paid training class. The hours of the training class are 8:00 am – 4:30 pm, Monday through Friday. The training class is in-person, requiring on-site attendance five days per week at the 64th Street office. Attendance in the training class is mandatory. No requests for time off will be approved during training. The anticipated start date is January 2026.
Qualifications
Minimally qualified applicants will have all of the following:
- Bilingual skills in one of the following languages: Spanish, Hmong, Rohingya, Arabic, Burmese*.
- Experience providing customer service.
- Experience collecting information and maintaining electronic records.
- The ability to perform basic math calculations (addition, subtraction, multiplication, division).
- Working in a call center.
- Handling confidential or sensitive information securely.
- Interpreting and applying policies in decision-making.
- Note: Selected candidates will be required to complete a language assessment to verify bilingual skills.
How To Apply
Applying is easy! Click “Apply for Job” to start your application process. Sign into your account or click “New User” to create an account before applying for the job. Follow the steps outlined in the application process to submit your application.
Helpful Information
- Once your application is submitted, no changes are allowed. Click “Save” to allow changes to your application as needed before submitting by the deadline.
- You may want to save a copy of the job posting for referencing after the deadline.
- Please monitor your email for communications related to this position.
- Current or former permanent, classified, state employees must complete the online application process to be considered.
- If viewing through an external site, please apply directly at Wisc.Jobs.
- For technical assistance and general information, please see Frequently Asked Questions. For questions about the position, to request a copy of the full position description, or for other employment inquiries, please contact Stacy Koenig in Human Resources at DHSBHRMILES@dhs.wisconsin.gov .
Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs, click here.
Deadline to Apply
The deadline to apply is September 30, 2025 by 11:59 pm. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am – 4:30 pm. Late or incomplete applications will not be accepted.
Salary : $26
