Customer Service Representative – Indianapolis, IN

Maximus is hiring a Customer Service Representative - Eligibility Specialist for a full-time, onsite inbound call center role in Indianapolis, IN. You’ll help people with Medicaid, Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) questions while processing applications, entering data, and updating benefits eligibility cases.

What to Expect

This is a fast-paced, phone-based position handling a high volume of inbound calls, often back-to-back. You’ll speak with applicants, recipients, and other community members while researching information, documenting conversations, and updating cases in the State’s eligibility system.

If you enjoy helping customers, communicating clearly, and managing detailed tasks, this role offers meaningful work with career development opportunities.

Location: Indianapolis, IN | On-site

Base pay: $18.00 per hour + bonus opportunities

Employment type: Full-time

Class Start Date: January 2027

Call center operating hours: Monday-Friday, 7:00 a.m.-5:30 p.m.

Benefits and Career Development

?Performance-based bonuses: Opportunities for additional compensation based on performance

?️Health coverage: Medical, dental, vision, and prescription plans, plus a partially funded health savings account (HSA)

?Retirement savings: 401(k) retirement savings plan with company matching

?️Paid time off: PTO, holidays, and extended sick leave

?️Income protection: Life insurance and short- and long-term disability coverage

? Career growth: Career development and promotional opportunities, tuition reimbursement, and professional development through training programs, workshops, and conferences

? Well-being support: Employee Assistance Program (EAP), Maximus wellness programs, and resources for physical, emotional, and financial wellness

?Recognition and perks: Employee recognition platform, employee discounts, and discounts on auto, home, renters, and pet insurance

Essential Duties and Responsibilities:

• Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
• Validate and calculate income, assess eligibility, and manage case referrals.
• Engage regularly with program participants on a daily basis.
• Potentially educate clients on fundamental program services and eligibility prerequisites.
• Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
• Fulfill additional responsibilities as delegated by Management.

'- Answer a high volume of inbound calls, often back-to-back, about Medicaid, SNAP, and TANF applications, benefits, and eligibility

• Resolve caller questions, complaints, and service issues professionally and empathetically, using a One Call Resolution approach
• Explain program services, eligibility requirements, and next steps in clear, easy-to-understand language
• Research information, document calls, and update cases while speaking with applicants and recipients
• Apply State and federal eligibility rules and verify applicant and recipient information through system interfaces
• Enter accurate information into the State’s eligibility system and prepare cases for review and disposition by a State Eligibility Consultant
• Process applications and case changes, and follow up promptly on missing information
• Build positive working relationships with customers and State Eligibility Consultants to support program goals and continuity of services
• Meet quality assurance, performance, and eligibility-processing requirements
• Stay current on project and corporate policies, identify and escalate risks to management, and attend required meetings and complete required training
• Perform additional duties as assigned by management

Minimum Requirements

'- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

'- Proven customer support or Client Service Representative experience strongly preferred.

• Ability to handle complex service inquiries via telephone.
• Strong critical thinking and problem-solving skills.
• Moderate difficulty assignments requiring judgment and issue resolution.
• Understanding of work implications and ability to recommend solutions.
• Accurate data entry (40 keystrokes/minute), strong interpersonal skills.
• Positive relationship-building with customers and state eligibility consultants.
• Attention to detail; excellent organizational, verbal, and written communication skills.
• Comfortable in a fast-paced, deadline-oriented environment.
• Capable of executing many complex tasks simultaneously.
• Team player with the ability to work independently.
• Ability to remain stationary for an extended period.
• Valid state driver's license or state-issued ID

Preferred Skills and Qualifications

• Some college or a college degree.
• 2+ years of relevant professional experience.
• Call Center experience.

#INEligibility #INCSR

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$18

Maximum Salary

$18