Contact Center Agent – Document Validation, Specialized Lines

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

📋 Description

• Act as a primary contact for individuals and families seeking federal disaster assistance, inquiring about previous registrations, or looking for referrals to relief programs.

• Engage with callers using patience, empathy, courtesy, and tact to identify their needs and provide appropriate guidance or referrals.

• Conduct scripted interviews and accurately input information provided by callers into FEMA’s NEMIS-IA database, compatible with Windows.

• Complete data entry while the caller is still on the line, allowing a maximum of 10 seconds for after-call work only if the call disconnects.

• Offer phone numbers and referrals for secondary support organizations and other disaster assistance providers.

• Carry out additional responsibilities based on FEMA’s support level, including Registration Intake, Helpline, Transitional Sheltering Assistance, making outbound calls, and reviewing documents.

• Attend mandatory pre-shift briefings lasting up to 30 minutes to discuss event-specific priorities, procedures, policies, and performance metrics.

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

• Ensure schedule compliance and meet service-level requirements, including availability throughout assigned shifts.

• Engage in quality-control monitoring and evaluation, which includes at least three evaluated calls or cases weekly.

• Implement real-time coaching feedback to improve performance.

• Execute other assigned responsibilities as required.

⛳️ Requirements

• Must be a U.S. citizen, at least 18 years of age, and capable of obtaining and maintaining FEMA/DHS favorable suitability adjudication prior to starting training or handling calls.

• Must have lived in the United States for at least three of the last five years.

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

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

• Must successfully complete identity verification via Login.gov.

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

• High school diploma, GED, or equivalent certification is required.

• Strong skills in reading, writing, and verbal communication in English.

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

• Ability to closely follow detailed scripts, program guidelines, job aids, reference materials, and established procedures while ensuring accuracy.

• Capable of navigating multiple Windows-based applications and FEMA systems while conducting live telephone interviews and accessing reference materials simultaneously.

• Must accurately collect, enter, and review caller information; evaluate needs; provide instructions and referrals; and address inquiries within assigned authority.

• Ability to safeguard Personally Identifiable Information (PII), Sensitive PII, Sensitive But Unclassified, and For Official Use Only data.

• Must maintain a secure workspace and report any suspected security or privacy incidents.

• Must be able to sit for extended periods and work on a computer.

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

• Preferred: Bilingual proficiency in Spanish and English.

• 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 setting.

• Preferred: Demonstrated success in meeting quality, productivity, schedule adherence, and average handle time expectations in a contact center environment.

🏝️ 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.

• Coverage for short-term and long-term disability.

• Paid holidays.

• Employee Assistance Program (EAP).

• Flexible Spending Account (FSA) options.

• Health Savings Account (HSA) options.

• Support for professional development, training, and certification.

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