Laura M. Walker

• Interview the general public in person and via telephone, to assist in applying for and receiving Social Security benefits, including Retirement, Survivor, Disability Insurance benefits, Supplemental Security Income, Medicare Insurance (Parts A and/or B) as well as applications for Extra Help for Prescription Drugs. Review eligibility guidelines for each program. Provide guidance and assistance in the navigation and use of Social Security online services to access various program information links.
• NOTE: Due to the COVID-19 pandemic, interactions for these benefits are still being conducted primarily via telephone with exceptions to conduct business in person for those considered part of a vulnerable population.
• Process various exception reports for the maintenance of ongoing various Social Security and/or Supplemental Security Income benefits such as for overpayment of benefits, Expedited reinstatement of Retirement or Disability Insurance benefits, End Stage Renal Disease applications, in addition to miscellaneous forms received electronically from Attorney Representatives, Dialysis centers, etc.
• Maintain an assigned caseload from an alphabetic rotation for updates required/requested on a timely basis. Process forms received from customers for replacement Social Security cards, Medicare enrollment and termination requests, Student forms among other processes.
• Assist customers with SSA online services
• Assist management with special projects in receiving and assigning documents to fellow co-workers electronically as well as other projects, as needed.
• Assist management with special projects and offer suggestions to improve processes in conjunction with agency policy.
• Salary: $39.96/hour 40 hours per week, $83,401/yr.
• GS 11-3 Permanent

• Interviewed the public in person and via telephone, to aggregate facts and address issues related to Social Security programs including Retirement, Survivor, Disability Insurance benefits, Supplemental Security income, Medicare and Extra Help for Prescription Drugs. Reviewed eligibility guidelines, Provided guidance and assistance in the navigation and use of our online services to access various program information links.
• NOTE: Due to the COVID-19 pandemic, interactions conducted via telephone only with exceptions to conduct business with customers in person that were part of a vulnerable population.
• Processed various exception reports for the maintenance of ongoing benefits for claimants and beneficiaries of various Social Security and/or Supplemental Security Income benefits such as for overpayment of benefits, invalid addresses, prisoner tracking; among others.
• Maintained an assigned caseload from an alphabetic rotation for updates required/requested by customers.
• Processed forms received from customers for replacement Social Security cards, Medicare enrollment and termination requests, Student forms among other processes.
• Terminated benefits for Number Holders due to death based on first and third party reporting events.
• Assisted management with special projects and offer suggestions to improve processes in conjunction with agency policy.
• Worked virtually and assisted office during COVID-19 pandemic to continue serving the public after temporary closure of offices to in-person visits from the public.
• Salary: $27.56/hour 40 hours per week, $57,518/yr.
• GS 8-4 Permanent

• Interviewed the public in person and via telephone, to aggregate facts and address issues related to Social Security programs.
• Processed various exception reports for the maintenance of ongoing benefits for claimants and beneficiaries of various Social Security and/or Supplemental Security Income benefits.
• Maintained an alphabetically assigned caseload for updates required/requested by customers.
• Assisted as back up remittance clerk verifying remittances that were received daily to ensure they were processed correctly by the Customer Service unit in the daily balancing of funds received by the agency.
• Maintained a weekly motivational board for the office.
• Team member of the E-services group for the Atlanta region.
• Assisted Customer Service Lead in mentoring, training new hires for the unit.
• Provided training to entire office in the proper way to establish appointments.
• Processed forms received from customers for replacement Social Security cards, Medicare enrollment, termination requests, Student forms among other processes.
• Terminated benefits for Number Holders due to death.
• Assisted customers with SSA online services
• Assisted management with special projects and offered suggestions to improve processes in conjunction with agency policy.
• Worked virtually and assisted office during COVID-19 pandemic to continue serving the public after temporary office closure to in-person visits.
• Salary: $27.56/hour 40 hours per week $57,718/yr.
• GS 8-4 Permanent

• Interviewed beneficiaries and the general public via telephone in English and Spanish, on the National General Information line for the agency to aggregate facts and address issues related to Social Security programs including benefits, eligibility guidelines, provided assistance regarding Medicare and Supplemental Security income.
• Provided guidance and assistance in the navigation and use of our online services to access various program information links.
• Assisted management with special projects.
• Salary: $21.59/hour 40 hours per week $46,023/yr
• GS 7 Permanent

*Managed an entire Spanish speaking caseload (approximately 600 clients) including semi-annual reporting, annual benefit reviews and all intermittent updates.

* Conducted bilingual client interviews to determine eligibility for varying areas of public assistance, following state regulations and policies.

* Obtained necessary verifications required for public assistance applications and authorize requests for approval or denial before their respective deadlines.

* Reported suspicions of client welfare fraud to the Office of Inspector General for investigation and followed up with the investigative findings.

* Maintained communication with management regarding efforts to improve processes and provided suggestions regarding policy changes.