Telephone Liaison

Job Summary

Serving as a professional point of contact, the full-time remote Telephone Liaison will manage inbound and outbound communications, verify caller identity, provide program information, and document interactions accurately while ensuring compliance with privacy standards.

Key responsibilities

• Answer inbound calls and verify caller identity in accordance with agency protocols before sharing sensitive information
• Document interactions and coordinate escalations or transfers to government program staff as needed
• Support outbound campaigns and participate in call monitoring and quality assurance activities

Required qualifications

• High school diploma or equivalent required; associate degree preferred
• Minimum of two years of experience in a customer-facing telephone role
• Experience handling personally identifiable information (PII) in compliance with privacy standards
• Proficiency with Microsoft 365 applications and web-based CRM or case management systems
• Must be a U.S. citizen; work sponsorship is not available due to federal security restrictions