Job Description

This remote Application Intake-Contact Center Agent shall interact with a range of applicants from various social and economic backgrounds. Agents must have excellent customer service skills and be able to maintain a high level of professionalism when interacting with all applicants and potential applicants.

Employment begins with paid training, and we help you build confidence and experience to be successful in the technology field.

The pay rate for this position will be commensurate with the wage scale for your specific location, as needed. The start date for this position is projected to be February 1st, 2025

Position Summary:
The remote Application Intake-Contact Center Agent will support the program via application intake, interviewing, and processing applications. This position will also be responsible for providing general information about the application process and requirements to potential applicants. They will respond to requests via telephone, on-line transactions, including a live chat option to provide access for hearing impaired individuals and others unable to communicate verbally in lieu of maintaining a second toll-free number for TTY, and emails/webforms, or written letters.

• Respond accurately to program inquiries.
• Conduct assessments for new applicants.
• Conduct follow up interviews with qualified applicants.
• Assist in application processing.
• Provide information on application status.
• Coordinate with other departments for required mailings to applicants.
• Assistance completing reference forms for applicants.
• Questions related to a member’s living allowance.

Minimum Requirements:

• Must be able to pass a federal background check.
• High school diploma or equivalent.
• 1+ years contact center experience.
• Typing speed of at least 25 words per minute.
• Excellent computer skills including an ability to analyze and troubleshoot common computer and technology issues.
• Ability to communicate applicable technical subject matter expertise to management and others.
• Professional communication skills, both written and verbal.
• Strong attention to detail.
• Ability to multi-task, prioritize and manage time effectively.
• Cooperation and teamwork with peers.
• Empathy and patience for customers with technical difficulties.
• Must be able to read, write, speak fluently, and understand the English language.
• Ability to meet the home office requirements listed below.

Substitutions Include:

• Qualified or registered beneficiaries of NTI’s Employment Network may substitute the 1+ years of contact center experience with:
• 6–12 months of contact center experience, OR
• 3–6 months of customer service experience AND successful completion of NTI’s assigned trainings and certifications.

Preferred Requirements:

• 6 months or more experience with intake/application processing.
• 6 months or more of previous Contact Center experience.
• Previous experience with interviewing applicants.

Conditions of Employment:

• Successful completion of pre-hire testing.
• Successful completion of background check is required for this position.
• Must be able to provide proof of education such as a high school diploma, GED, or college transcripts.
• Must be able to provide proof of two valid and in-date forms of ID.

 
Special Position Requirements:
This remote position has full-time or part-time hours available, ranging from 24-30 hours per week (part-time) to 40 hours per week (full-time), between the hours of 8AM and 8PM ET Monday through Friday.
Staff cannot be granted time off until completing 90 days of employment

Home Office Requirements:
Must have the ability to provide a non-cellular high-speed internet service such as Fiber, DSL, or cable modems for a home office. Hotspots, satellites, and wireless internet service are NOT allowed for this role. Ability to be hardwired if needed.
A minimum standard speed for optimal performance of 10mpbs download and 5mpbs upload is required. For your convenience, you may use our prequalification test to determine if your internet meets our requirements: (Preferred 20MBPS download and 5Mbps upload.)
A dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.
Sit for most of the workday, adhering to a set work schedule, scheduled breaks, and lunch.

Physical Demands:
While performing the duties of this job, the employee is required to stand; or sit; use hands to finger, handle, or feel objects, and type on a keyboard; reach with hands and arms; balance; speak clearly and hear. Specific vision abilities required by the job include close vision depth perception, and the ability to adjust focus.

Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

EOE Disability/Vets
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

NTI, Inc., also known as National Telecommuting Institute, specializes in providing virtual work-at-home opportunities for individuals with disabilities and their caregivers. Established in 1995 as a 501(c)(3) nonprofit organization, NTI is committed to fostering opportunities, advocating for equal access, and promoting economic empowerment for the disabled community.

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