Maciel Gonzalez

*Take incoming calls in a high level remote environment

*Process applications for SNAP, Medicaid, TANF and Medicaid for the Elderly and Disabled

*Interview clients, follow call flow charts and scripts to ensure all required policies are met

*Educate clients on State policy, help them set up profile accounts on Agency website, mobile app

*Treat every single caller with respect & impartialbility

*Make collateral calls to employers to verify employment income

*Make collateral calls to Nursing Homes, Assisted Living Facilities or Rehabilitation Programs to verify coverage dates

*Work on special projects as assigned

*Ensure all inter-agency forms are completed when a case is submitted for special review

*Follow State policy to ensure all applicants are tested for the appropriate programs and are following all required guidelines

*Use all resources to verify identity, Alien Status, employment, Social Security Benefits & Unemployment Benefits as needed on a case by case basis

*Notify Management Team of any & all cases forwarded to the Office of the Inspector General for review

*De-escalate calls & find a resolution that best fits client's needs

*Referred client to the Texas Workforce Commission to avoid denial of their benefits

*Reviewed amendments filed by taxpayers on their current or past income tax filings.

*Work with client to find a resolution on past due balances owed to the Agency

*Set up payment plans after sending them for Supervisor approval

*Educate taxpayers on tax law

*Report any and all payment plans set up daily

*Work a hybrid schedule that included time at the office and time working from home

*Report to Supervisor every day if assigned to a different campus for the week

• Met customer call guidelines for service levels, handle time and productivity.

• Helped large volume of customer calls every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Addressed customer account discrepancies and concerns.
• Responded to customer requests for products, services, and company information.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Navigated multiple computer systems and applications to find information.
• Educated customers about billing, payment processing and support policies and procedures.
• Called clients who were at risk of losing their insurance coverage and helped them by taking their payments
• Emailed, mailed and texted policy documents as requested by cients

• Processed SNAP and Medicaid applications in an office setting
• Helped clients who showed up at the lobby to apply for State benefits using Agency computers, written applications or our Agency website
• Interviewed clients & ensured they applied for all programs that could benefit them
• Make collateral calls to verify employment, expenses such as rent, mortgage, medical bills, utilities, etc
• Resolved discrepancies with client applications to verify eligibility.
• Assisted clients with accurate eligibility form, application and document completion.
• Issued EBT cards, requested replacements
• Worked on special projects as assigned

• Took a high level of incoming calls from Customer Service Representatives, Agents, Lienholder, Adjusters and Law Enforcements
• Made outgoing calls to verify license status to different States
• Used State portals to verify license, insurance status when needed
• Educated Customer Service Representatives on company & State policies, laws & regulations
• Processed payments, payment reversals and kept clear log of all transactions related to Agent accounts
• Issue policy documents as requested by client, Agents or Lienholder
• Worked on complex policy issues to find a resolution that best fitted company policy & did not adversely affect client
• Took escalated calls from clients, Agents or Adjusters & focused on finding an acceptable resolution for all parties involved
• Took accountability for any mistakes done on a policy by our Customer Service Representatives
• Set up mentoring sessions to avoid any future errors/mistakes from our Customer Service Representatives