Job description

Customer Service Representative

About the organization

Social Security has provided financial protection for our nation's people for over 80 years. Chances are, you either receive Social Security benefits or know someone who does. With retirement, disability, and survivors benefits, Social Security is one of the most successful anti-poverty programs in our nation's history. We are one of the largest independent agencies in government with over 60,000 employees. We work at more than 1,400 field offices and service centers throughout the country, as well as regional and headquarters locations. We are passionate about supporting our customers by delivering financial support, providing superior customer service, and ensuring the safety and security of your information — helping you secure today and tomorrow.

Duties

Incumbents are responsible for providing direct service to the public in a fast-paced environment. They determine the nature of a visit/call and analyze relevant facts to resolve problems, screen for benefit eligibility, interpret correspondence and explain benefit amounts.

The CSR position is an entry level position for SSA’s field offices. Service Representatives interview the public to process Social Security Numbers and Representative payee applications and accountings. They are responsible for timely input of reports of change for people already receiving a Social Security or SSI benefit. They must learn, understand, and be able to explain the technical provisions of the Retirement, Survivor, Medicare, Disability and Supplemental Security Income benefits. Further information about the Customer Service Representative position can be found at https://www.ssa.gov/careers/careersPublicContact.html

Qualifications

The U.S. Social Security Administration (SSA) announces an open call for résumés from applicants who have are proficient in Cantonese. To be proficient you must be able to speak, read, and write in English and Cantonese.

We are looking for U.S. Citizens who are quick learners with good written and oral communication skills, strong customer service skills, and the ability to handle a fast-paced, high-pressure environment.

Applicants must possess either a college degree, or one year of specialized experience that is directly related to the position to be filled. This experience should equip the candidate with the particular knowledge, skills, and abilities needed to successfully perform the duties of the position.

Examples of specialized experience for CSRs include:

1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents;

2) Answering questions from members of the public or their representatives to obtain or provide information;

3) Using a computer to reconcile discrepancies or entering data; and

4) Responding to written inquiries and drafting a variety of other written products.

5) Researching and analyzing various regulatory sources in order to apply legal requirements;

6) Explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds;

7) responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.

Salary

Starting salaries are $41,514 - $53,973 annually; experienced Customer Service Representatives earn up to $74,041annually.

Career Highlights

Formal and on-the-job training provided

Flexible work schedules

Paid holidays, sick and annual leave accruals

Locality pay and cost of living increases

Transit subsidies, promotion opportunities and career development

Retirement plan, health coverage

Life insurance and flexible spending accounts

Job Type: Full-time

Pay: $41,514.00 - $74,041.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan

Schedule:

• Day shift
• Monday to Friday

Work Location: Hybrid remote in Sacramento, CA 95826

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