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 identities, provide program information, and document interactions in the case management system while ensuring compliance with privacy standards.

Key responsibilities

• Answer inbound calls and verify caller identity in accordance with agency protocols
• Provide accurate program information and document interactions in the agency's system of record
• Coordinate warm transfers and case escalations to government program staff or subject-matter experts

Required qualifications

• High school diploma or equivalent required; associate degree preferred
• Minimum of two years of experience in a customer-facing telephone role
• Demonstrated experience handling PII or sensitive customer data in accordance 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