Contact Center Agent – Bilingual, Spanish/English

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for individuals and families seeking federal disaster assistance.

• Respond to inquiries regarding previous registrations and offer referrals to relief programs.

• Conduct structured interviews and accurately input information provided by callers into FEMA’s NEMIS-IA database.

• Complete data entry while the survivor is on the line, limiting after-call work to a maximum of 10 seconds if a call disconnects.

• Supply phone numbers and agency referrals for additional support organizations and disaster assistance providers.

• Execute Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document review as assigned.

• Participate in scheduled pre-shift briefings lasting up to 30 minutes.

• Adhere to average handle time standards of 18–23 minutes for Registration Intake and 10–12 minutes for Helpline.

• Maintain schedule adherence and meet interval service-level requirements.

• Engage in quality-control monitoring and assessment, including at least three evaluated calls or cases weekly.

• Implement real-time coaching feedback.

• Protect sensitive caller information.

⛳️ Requirements

• Must be a U.S. citizen, at least 18 years of age, and able to acquire and retain FEMA/DHS favorable suitability adjudication before commencing training or call-handling responsibilities.

• Must have lived in the United States for a minimum of three out of the last five years.

• Previous experience in customer service, contact centers, administrative roles, clerical work, or other public-facing support positions is preferred.

• Proficiency in using Microsoft Windows, Word, Excel, PDF documents, telephone systems, and various computer applications, including dual-screen setups.

• Must successfully complete identity verification via Login.gov.

• Must pass E-Verify employment eligibility verification and present a Social Security card issued by the Social Security Administration.

• High school diploma, GED, or equivalent required.

• Excellent English reading, writing, and verbal communication skills are essential.

• Bilingual candidates must be fluent in both English and Spanish.

• Capability to follow detailed scripts, program instructions, job aids, reference materials, and established protocols.

• Ability to navigate multiple Windows-based applications and FEMA systems while conducting live phone interviews.

• Proficient in accurately collecting, entering, and reviewing caller information; assessing needs; providing instructions and referrals; and addressing inquiries within assigned authority.

• Competence in safeguarding PII, Sensitive PII, Sensitive But Unclassified, and For Official Use Only information.

• Ability to work for extended periods while seated at a desk and using a computer.

• Must fulfill pre-employment qualifications set by Cherokee Federal.

• Preferred: experience in supporting disaster assistance, public assistance, health and human services, insurance, benefits, or similar programs.

• Preferred: familiarity with FEMA systems, NEMIS-IA, Registration Intake, Helpline, Transitional Sheltering Assistance, or similar case management systems.

• Preferred: experience working remotely in a secure, private home office environment.

• Preferred: demonstrated capability to meet quality, productivity, schedule adherence, and average handle time expectations in a contact center setting.

🏝️ Benefits

• Up to a 6% 401(k) company match.

• Paid time off.

• Medical, dental, and vision insurance.

• Prescription drug coverage.

• Basic life and AD&D insurance.

• Options for supplemental life insurance.

• Short-term and long-term disability coverage.

• Paid holidays.

• Employee Assistance Program (EAP).

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Support for professional development, training, and certification.

• Voluntary benefits for accident, critical illness, and identity theft protection.