Telephone Liaison

Job Summary

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

Key responsibilities

• Answer inbound calls and verify caller identity in accordance with privacy protocols
• Provide accurate program information and document interactions in the case management system
• Coordinate warm transfers and track inquiries until resolution, maintaining communication logs

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 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