Social Worker-Resolutions Specialist
Posted on: November 22, 2021
Security Clearance required:
No clearance required
Cognosante is on a mission to transform our countrys healthcare
system. With our health and security-focused solutions, we help
public sector organizations achieve the important task of providing
the best possible public services to American Citizens. From
Enterprise IT, Data Science, and Security Services, to full-scale
Consumer Engagement and Interoperability solutions, we are moving
government services forward with transformation and innovation.
Learn how we are making a difference in peoples lives today!
The Customer Service Representative II provides information and
documents complaints regarding financial institutions and financial
products. The Customer Service Representative II reports directly
to the Customer Service Supervisor and takes direction from the
Customer Service Manager. This is an entry level position
responsible for disseminating information and aiding consumer
complaints. The Customer Service Representative II must be able to
evaluate the call to know when to escalate the
Adhere to the Privacy Act as it relates to the confidentiality of
Provide accurate and knowledgeable responses to telephone inquiries
in a courteous and professional manner, utilizing pre-scripted
responses which they must read verbatim to provide basic general
and claims specific information.
Maintain a current understanding of the Programs standard operating
procedures, processes and Program policies as provided during
Follow established and documented policies and standard operating
procedures such as filling out their own timesheets, adhering to
privacy rules and responding to numerous phone inquiries.
Utilize standard technology such as telephone, e-mail, and web
browser to perform job duties.
Successfully complete ongoing training requirements as business
Assist caller with filling out online inquiries and/or complaints
and submitting it electronically.
Escalate calls as required.
Maintain up-to-date knowledge of regulations and policies as they
Report problems that occur via the online system, so they can be
addressed by the appropriate parties.
Respond to telephone inquiries within the set departmental staffing
and time parameters.
May be required to work scheduled holidays. Overtime may be
Regular and predictable attendance is required.
Perform other related duties as assigned.
High School diploma or equivalent required
Two years of college education at an accredited institution
Two years of experience in customer service required
Two years of experience working with financial products or
services, such as credit cards, mortgages, loans, etc. required
Security Clearance Required; position contingent upon ability to
obtain successful Entrance on Duty (EOD) background check
Familiarity with CRC or CRM contractor computer systems
Ability to speak Spanish clearly, professionally and pass a
language proficiency assessment is a plus
Must be able to type a minimum of 20 WPM, 30 WPM preferred
Ability to effectively work within established contractual
turnaround times required
Must have demonstrated excellent listening, interpersonal and
leadership skills and the ability to organize simultaneous
Proven ability to work as a team member is required
Participate in training and receive certification that all required
modules received a passing score
Candidates that do not meet the required qualifications will not be
The work is typically performed in an office environment, which
requires proper safety and security precautions. To ensure our
contact center production area is at minimal risk for unauthorized
disclosure (that is, the release or divulgence of information by an
entity to persons or organizations outside of that entity) of
Personally Identifiable Information (PII), the work environment
operates under a Secure Floor Policy. The Secure Floor Policy
limits or restricts personal belongings, electronic devices, or
paper that can be brought into production areas. Work may require
some physical effort in the handling of light materials, boxes, or
The above job description is not intended to be, nor should it be
construed as, exhaustive of all responsibilities, skills, efforts,
or working conditions associated with this job. Requests for
reasonable accommodations will be considered to enable individuals
with disabilities to perform the principal (essential) functions of
As a covered federal contractor, Cognosante requires all employees
regardless of position, work location or telework status to be
fully vaccinated against COVID-19 by December 8, 2021 or prior to
your start date; whichever comes first. Cognosante will consider
requests for reasonable accommodations due to disability or
sincerely held religious belief.
Cognosante is an Equal Opportunity/Affirmative Action employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, or veteran status, or
any other protected class.
Were solving Americans health and safety challenges with
technology, innovation, and purpose.
At Cognosante, we help improve how the nation delivers services to
its citizens through innovation and transformation. We're committed
to creating positive results with lasting impact, and are always
looking for passionate people who share our values to join the
Cognosante was founded to address a critical gap in the health IT
marketthe need for a smart, nimble company, unencumbered by legacy
systems and unafraid to challenge accepted wisdom. We have been
able to extend out impact beyond health and into security and
social services. Our continued success is the result of our
expertise and insights, combined with our actively fostering a
culture that encourages diversity of people and ideas.
Every day, we help government agencies solve difficult problems.
Were ensuring health professionals have accurate, secure, and
timely health data so Americans get the healthcare they need. We
help Federal and State agencies navigate healthcare reform and
empower their technology transformations. Were addressing the
social determinants of health to remove barriers to healthcare
access. And, were proud to help our military do its job more safely
by leveraging stronger IT networks and using cybersecurity and
biometrics technologies that replace outdated legacy solutions.
Were also helping create more options for Veterans, active duty
military personnel, and their families to obtain health services in
Passion for what we do. Pride in how we do it. At Cognosante we are
all VIPS. We create value by being enterprising. We develop
innovative ideas and solutions. We perform at our best and deliver
results. We share achieved results and recognitions.
Are you ready to make a difference in the lives of millions? Join
Highlighted Benefits for Full-time Employees
Medical Dental Vision 401k Flexible Spending Accounts Paid Time Off
Work/Life Solutions Pet Insurance
Cognosante is an equal opportunity employer
We evaluate qualified applicants without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, veteran status, and other legally protected
characteristics. If youd like to view a copy of the companys
affirmative action plan or policy statement, please email
firstname.lastname@example.org . Cognosante is committed to working with and
providing reasonable accommodations to individuals with
disabilities. If you need a reasonable accommodation because of a
disability for any part of the employment process, please send an
e-mail to email@example.com and let us know the nature of your
request and your contact information.
T o all recruitment agencies: Cognosante does not accept
unsolicited agency resumes. Please do not forward unsolicited
resumes to our requisitions, any Cognosante email address, any
Cognosante employee, or to any company location. Cognosante is not
responsible for any fees related to unsolicited resumes.
COVID-19 isnt stopping our hiring process nor our business as
(semi) usual. Were still reaching candidates, virtually and were
still working, remotely! Are you a self-starter who likes to work
from home and is interested in this position? Apply today!
Quick tips on virtual hiring success:
Test your tech make sure your internet connection and video
conferencing program are both working prior to your interview.
Dress appropriately dress for success and ensure your surroundings
Be prepared do your homework, rehearse your responses to key
interview questions, and prepare your own questions.
Be personable make eye-contact, smile often, and demonstrate
enthusiasm for the role.
Remove distractions engage with the interviewer by removing all
distractions, including your smartphone.
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