Marcus Smith
Hannibal,MO
Summary
Dynamic Benefit Program Technician with a proven track record at the MO Department of Social Services, excelling in eligibility determination and policy research. Adept at active listening and problem-solving, I effectively evaluate applications and conduct interviews, ensuring accurate and timely support for clients navigating complex benefit systems.
Overview
17
17
years of professional experience
Work History
Benefit Program Technician
MO Department of Social Services
Hannibal, MO
04.2021 - Current
- Evaluate online applications to determine initial eligibility for Medicaid coverage
- Conduct telephonic interviews to solicit missing information or clarify unclear statements
- Research agency policies and procedures for eligibility criteria
Associate Customer Service Representative
MO Department of Revenue
Jefferson City, MO
08.2020 - 04.2021
- Received incoming calls from individuals and business taxpayers
- Conducted research to answer taxpayer questions
- Interacted with taxpayers via telephone, emails, and mailed correspondence
Administrative Support Clerk
MO Department of Social Services
Kansas City, MO
05.2020 - 08.2020
- Received incoming calls from remote staff and the public
- Prepared and distributed daily staff itineraries and facility populations reports
- Conducted research to answer routine questions from staff or the public
Collection Representative/Tax Examining Technician
Internal Revenue Service, IRS
Kansas City, MO
09.2019 - 05.2020
- Fielded inbound calls from individual and business taxpayers
- Conducted research to answer routine questions or take actions on accounts
- Analyzed individual amended tax returns and corresponded with taxpayers regarding their tax compliance status
Claims Specialist
Social Security Administration, SSA
Kansas City, MO
09.2018 - 08.2019
- Evaluated online applications to determine eligibility for SSA benefits
- Conducted telephonic interviews with the public
- Researched SSA policy and procedures for benefit eligibility and executed entitlement or denial actions accordingly
Accounting Clerk
Hart & Associates LLC (formerly Cycle 5)
St Louis, MO
01.2014 - 09.2018
- Received incoming calls from existing and potential clients/acted as lead receptionist
- Performed bookkeeping services for various small business clients
- Prepared financial statements and payroll tax returns utilizing specialized software
Advanced Customer Service Representative
SC Contact Center, Inc.
Hannibal, MO
08.2008 - 12.2013
- Received incoming phone calls from customers in a fast-paced nationwide call center
- Deescalated and resolved confrontational customer calls
- Responded to customer emails; navigated multiple databases to address customer needs/concerns
Education
Bachelor of Arts - Accounting
Hannibal-LaGrange University
Hannibal, MOSkills
- Active listening
- Oral communication
- Written communication
- Computer skills
- Technology skills
- Detail-oriented
- Team player
- Flexible
- Problem-solving
- Strategic thinking
- Eligibility determination
- Policy research
Affiliations
- Vice Chairman of the Board, Willow Street Christian Church
- Treasurer, Colony Homeowners Association (condominium)
Timeline
Benefit Program Technician
MO Department of Social Services
04.2021 - Current
Associate Customer Service Representative
MO Department of Revenue
08.2020 - 04.2021
Administrative Support Clerk
MO Department of Social Services
05.2020 - 08.2020
Collection Representative/Tax Examining Technician
Internal Revenue Service, IRS
09.2019 - 05.2020
Claims Specialist
Social Security Administration, SSA
09.2018 - 08.2019
Accounting Clerk
Hart & Associates LLC (formerly Cycle 5)
01.2014 - 09.2018
Advanced Customer Service Representative
SC Contact Center, Inc.
08.2008 - 12.2013
Bachelor of Arts - Accounting
Hannibal-LaGrange University
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