Essential Duties and Responsibilities:
- Answer incoming calls, verify callers, and route to the appropriate individual or department.

- Follow established disclosure guidelines and verify caller authorization when providing information.

- Process requests received via fax, email, and online portal.

- Use computerized system for tracking, information gathering, and/or troubleshooting as needed.

- Meet established performance metrics for call handling, quality, and customer satisfaction.

Job-Specific Essential Duties and Responsibilities:-Manage and communicate with Agency contacts and background investigators on case status and processing needs for cases that have not been scheduled. Reports to the Department head or Team Lead. - Respond to incoming calls from government agency customers in a professional and courteous manner. - Verify caller authorization to request investigation information. - Adhere to agency communication guidelines and policies to ensure compliance. - Follow established disclosure guidelines when providing information. - Accurately log all incoming calls in the tracking database. - Process requests received via fax, email, and online portal. - Stay up-to-date on all procedural and process changes through ongoing training. - Communicate with appropriate departments to assist agencies as needed. - Enter actions in information systems as required based on agency contact requests. - Complete other assignments and projects as needed to support department, contract, and business needs. - Maintain confidentiality and security of sensitive information in accordance with regulations. - Meet established performance metrics for call handling, quality, and customer satisfaction. - Participate in regular coaching and development activities to improve skills.
Job-Specific Minimum Requirements: - High school diploma or equivalent with 2 years experience. - Active Secret clearance is strongly preferred. If you do not already have one, you must be eligible and willing to go through the clearance process. - Develop and maintain effective working relationships with team members and individuals to ensure work aligns with identified objectives. - Must possess the ability to interpret procedural manuals, email communications, and various instructions. - Demonstrate proficiency in basic computer and office equipment usage (including PIPS, Microsoft Office, fax, and copier). - Engage in collaborative efforts with customers or fellow team members to enhance overall team effectiveness. - Exhibit the capability to manage and complete multiple work assignments independently or with minimal supervision.

Preferred Sills and Qualifications:-Ability to work as part of a team. Problem/situation analysis. Detail oriented. Ability to meet deadlines. Attentiveness. Communication, Interpreting, Monitoring, Independent work, Collaboration.
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Minimum Requirements

- High School diploma or equivalent with 12 months of customer service experience.

- May have additional training or education in area of specialization.

EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor.  That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.