Customer Service Representative - Fort Wayne

Description & Requirements

The Customer Service Representative - Eligibility Specialist (ES) is responsible for receiving high volume, often back-to-back, inbound calls about Medicaid, Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs. CSRs will assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction. During calls, a Customer Service Rep is expected to also process applications and complete case maintenance activities such as changes to cases in the State eligibility system.

Additionally, an CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.

Date
:
Thursday, January 8, 2026
City
:
Fort Wayne
State
: IN
Country
:
United States
Working time
:
Full-time

• Location:
  
  Onsite - Fort Wayne, IN
• Work Hours:
  
  8:00 AM - 4:30 PM, Mon-Fri
• Base rate $18.00/hr.
• Quarterly Bonus opportunity
• 401K with company match
• Paid time off and paid holidays
• Medical, Dental and Vision benefits
• Employee Assistance Program (EAP)
• Employee Wellness and Discount Programs
• Career development and promotional opportunities

• Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
• Validate and calculate income, assess eligibility, and manage case referrals.
• Engage regularly with program participants on a daily basis.
• Potentially educate clients on fundamental program services and eligibility prerequisites.
• Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
• Fulfill additional responsibilities as delegated by Management.
• Handle high volume of inbound calls daily, which are often back-to-back, during the scheduled work shift to answer questions regarding the Medicaid, SNAP, and TANF programs.
• Apply State and/or federal eligibility rules for applicant/recipient information assessment.
• Verify applicant/recipient data through system interfaces.
• Facilitate the fulfillment of caller requests regarding eligibility information via a One Call Resolution approach while maintaining professionalism and empathy.
• Communicate with applicants/recipients while researching and updating cases and documenting calls simultaneously.
• Educate callers on program services and eligibility requirements while demonstrating excellent communication and customer service skills.
• Serve as a liaison with customers regularly to meet program goals and maintain program services and eligibility, fostering positive working relationships.
• Verify and enter applicant/recipient data into the State’s eligibility system and prepare cases for disposition by State Eligibility Consultant.
• Process cases and take necessary action on missing information promptly.
• Meet Quality Assurance and performance metrics and stay updated on project and corporate policies.
• Identify and elevate risks to management.
• Attend all meetings and complete all training to stay informed on project/position updates.
• Fulfill all performance requirements associated with eligibility processes.
• Perform additional duties as assigned by management.

• High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
• At least 6 months of previous experience supporting the Indiana Eligibility project is required.
• Proven customer support or Client Service Representative experience strongly preferred.
• Ability to handle complex service inquiries via telephone.
• Strong critical thinking and problem-solving skills.
• Moderate difficulty assignments requiring judgment and issue resolution.
• Understanding of work implications and ability to recommend solutions.
• Accurate data entry (40 keystrokes/minute), strong interpersonal skills.
• Positive relationship-building with customers and state eligibility consultants.
• Attention to detail; excellent organizational, verbal, and written communication skills.
• Comfortable in a fast-paced, deadline-oriented environment.
• Capable of executing many complex tasks simultaneously.
• Team player with the ability to work independently.
• Ability to remain stationary for an extended period.

• Some college or a college degree.
• 2+ years of relevant professional experience.

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.

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including…