Beneficiary Help Line Specialist

High school diploma or GED 4–5 years of relevant experience in customer service, call center, or related roles. Strong verbal communication and active listening skills. Ability to explain complex information clearly and patiently to diverse audiences. Experience with case management or customer relationship management (CRM) systems preferred. Proficient in Microsoft Office Suite and basic computer operations. Strong problem-solving abilities and attention to detail. Commitment to providing excellent, courteous service and upholding strict confidentiality and security standards. Ability to work effectively both independently and as part of a team. Must be a US Citizen and able to obtain and maintain a SSA Public Trust clearance

Respond promptly and professionally to beneficiary inquiries about Social Security benefits, work incentives, and program options. Accurately research, interpret, and explain SSA program policies and procedures to callers. Document all interactions, actions taken, and resolutions in case management systems. Identify and promptly escalate complex, sensitive, or unresolved issues to supervisory staff. Comply with SSA privacy, security, and confidentiality regulations. Participate in regular training, team meetings, and performance improvement initiatives. Maintain up-to-date knowledge of SSA programs, procedures, and updates. Support continuous improvement of the Help Line by providing feedback on caller needs and trends. Assist in special projects or outreach efforts as directed by management.