Elder Fraud Hotline Assistant - Victim Services; On-Call Part-Ti Security Clearance

Position: Elder Fraud Hotline Assistant - Victim Services (ON-CALL PART-TI with Security Clearance
Description Elder Fraud Hotline Assistant
-Victim Services - ON-CALL

Job Description:

As an Elder Fraud Hotline Assistant, you will perform a range of duties to assist callers and team operations, in support of ICF's implementation of a nationwide hotline serving older Americans who have been victims of fraud, including answering hotline calls and assisting the team with administrative and operational tasks. Technical and programmatic training will be provided. Applicants are required to obtain Public Trust Clearance.

This is an ON-CALL PART TIME ROLE. Candidates must be willing to work as needed during the program hours of 10:00 am to 6:00 pm ET, Monday-Friday.

Key Responsibilities Include:

* Respond tocallerinquiries and requests for information, provide guidance as defined in approvedreferenceguides,policies,and procedures.

* Advocate on behalf of the caller and accurately document customer interactions.

* Actively listen tocallerand take initiative to seek actionable solutions to customer goals or problems.

* Identify and resolve customer issues with professionalism and withthe collaboration of cross-functional team members as appropriate.

* Maintain confidentialityregardingcompanyandcustomer information.

* Assist team with administrative tasks, such as organizing electronic files, and taking notes during meetings.

* Supporting data collection, research and report writing.

* Follow all policies and guidelines set bycompany.

* Performing other related duties as assigned The work requires general experience and capabilities supporting project teams. Capable of providing support for: typing, copying, meeting scheduling and similar related activities. Ideal candidates will possess a passion for providing services for older Americans who may be victims of financial fraud. The successful candidate must be empathetic, respectful, professional, courteous, and eager-to-learn and display sensitivity to the confidential nature of ICF's work with clients in the Victim Services portfolio.

Basic Qualifications
* Associate's Degree

* Minimum 1 year experience in social science, public policy, business or related discipline.

* Must have no financial or other potential conflicts of interest that would impair one's ability to provide fair and unbiased advice andassistanceto callers.

* U.S. citizenship is required by federal government contract.
* This position requires a Public Trust security clearance. Applicants will be subject to a government security investigation to obtain clearance prior to the start date. Additional Qualifications

Required:

* Superior interpersonal skills, including courtesy, professionalism, empathy, and cooperative attitude.

* Proficiency with MS Office

* Ability to use a computer and navigate at high functionality.

* Excellent oral and written communication skills.
Preferred Skills/

Qualifications:

* Bilingual in English/Spanishis a plus.

* Demonstrated experience in staffing a Call Center/Hotline or providing services in a fast-paced environment

* Ability to adhere to timelines and tasks in a fast-paced environment, and collaborate with other teams to complete project deliverables

* Experience working with a diverse team housed in a variety of locations

* Experience working in systems that serve older victims of crime

* Understanding and experience working on national-level efforts

* Experience analyzing quantitative and qualitative data Professional

Skills:

* Ability to communicate with excellence, both orally and in writing

* Demonstrated highly professional demeanor

* Excellent interpersonal skills

* Ability to work with various levels of internal staff, as well as clients, and vendors Working at ICF ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive.

We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and…