Contact Center Agent – Registration Intake

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

📋 Description

• Act as a primary contact for individuals and families applying for federal disaster assistance or looking for referrals.

• Engage in calls with patience, tact, courtesy, and empathy to assess the needs of callers.

• Conduct structured interviews and accurately input caller data into FEMA’s NEMIS-IA database.

• Complete data entry while the survivor is on the line, ensuring a maximum of 10 seconds of after-call work in case of a dropped call.

• Provide contact numbers and agency referrals for secondary support organizations and disaster assistance providers.

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

• Attend mandatory pre-shift briefings of up to 30 minutes.

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

• Maintain adherence to schedules and service-level requirements during assigned shifts.

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

• Implement real-time coaching feedback.

• Carry out additional duties as assigned.

⛳️ 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 beginning training or call-handling responsibilities.

• 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 work, or other public-facing support is preferred.

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

• Must successfully complete identity verification through 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 is required.

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

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

• Ability to accurately follow detailed scripts, program guidance, job aids, reference materials, and established procedures.

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

• Ability to precisely collect, enter, and review caller information; assess needs; provide instructions and referrals; and address inquiries within assigned authority.

• Ability to protect PII, Sensitive PII, Sensitive But Unclassified, and For Official Use Only information.

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

• Capability to sit for extended periods at a desk and work on a computer.

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

• Spanish/English bilingual proficiency is preferred.

• Experience in supporting disaster assistance, public assistance, health and human services, insurance, benefits, or similar programs is preferred.

• Familiarity with FEMA systems, NEMIS-IA, Registration Intake, Helpline, Transitional Sheltering Assistance, or comparable case-management systems is preferred.

• Experience working remotely in a secure, private home-office setting is preferred.

• Ability to meet expectations for quality, productivity, schedule adherence, and average handle time is preferred.

🏝️ 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) options.

• Health Savings Account (HSA) options.

• Support for professional development, training, and certification.

• Voluntary accident benefits.

• Critical illness benefits.

• Identity theft protection.