What are the responsibilities and job description for the Hotline Agent (Full-Time; Work From Home) position at Strategic Management?
Objective
The Hotline Agent (Full-Time, Remote) supports the Compliance Resource Center's (CRC) Hotline Service Center. The duties of the role include receiving incoming calls regarding any wrongdoing, potential fraud, waste, abuse and mismanagement occurring in an organization.
Hours vary but are in the range of: 5:30pm-1:30am EST. Weekdays, weekends, and holidays (with holiday pay for core holidays) required. Laptop provided.
This is a remote role, but due to client contracts and access to sensitive information, employees must work from their designated home office. Attendance and punctuality are crucial to the success of this role.
Essential Functions
- Interview and engage each caller and accurately capture the conversation with the caller by completing a written report.
- Assist with further investigation of the call through gathering additional information
- Logging call information in SharePoint database.
- Follow regulatory procedures while documenting calls and speaking with callers.
Required Education and Experience
- Problem-solving abilities, compassionate support, and customer de-escalation skills.
- Acknowledging caller concerns, while keeping call times limited using effective interviewing skills.
- Maintaining composure during stressful situations.
- Associate degree (Psychology, Health Administration, or related).
- Proficiency in the Microsoft Office Suite.
- Strong English writing and editing skills.
- Resident of VA, MD, DC, FL, WI, AZ, or UT.
Preferred Education and Experience
- Bachelor's degree (Psychology, Health Administration, or related).
- 2-3 years of Customer Service or Call Center experience.
- Conversational fluency in Spanish and ability to accurately translate in-coming hotline calls from Spanish-speaking callers.
Benefits
Company provided laptop; PTO package (vacation and sick); Medical insurance and 401(k) with employer contributions; 100% premiums covered by employer for Dental, Group Term Life Insurance, Short and Long Term Disability; Paid/Floating holidays; Vision and Additional Life Insurance available; EAP.
Salary : $39,999 - $40,000