Elder Fraud Hotline Assistant -Victim Services - ON-CALL

Job Description:

As an Elder Fraud Hotline Assistant you will perform a range of duties to assist callers and team operations in support of ICFs implementation of a nationwide hotline serving older Americans who have been victims of fraud including answering hotline calls and assisting the team with administrative and operational tasks. Technical and programmatic training will be provided.

Applicants are required to obtain Public Trust Clearance.

This is an ON-CALL PART TIME ROLE. Candidates must be willing to work as needed during the program hours of 10:00 am to 6:00 pm ET Monday-Friday.

Key Responsibilities Include:

• Respond tocallerinquiries and requests for information provideguidance as defined in approvedreferenceguidespoliciesand procedures.
• Advocate on behalf of the caller and accurately document customer interactions.
• Actively listen tocallerand take initiative to seek actionable solutions to customer goals or problems.
• Identifyand resolve customer issueswith professionalismand withthe collaboration of cross-functional team members asappropriate.
• Maintain confidentialityregardingcompanyandcustomer information.
• Assist team with administrative tasks such as organizing electronic files and taking notes during meetings.
• Supporting data collection research and report writing.
• Follow all policies and guidelines set bycompany.
• Performing other related duties as assigned

The work requires general experience and capabilities supporting project teams. Capable of providing support for: typing copying meeting scheduling and similar related activities. Ideal candidates will possess a passion for providing services for older Americans who may be victims of financial fraud. The successful candidate must be empathetic respectful professional courteous and eager-to-learn and display sensitivity to the confidential nature of ICFs work with clients in the Victim Services portfolio.

Basic Qualifications

• Associates Degree
• Minimum 1 year experience in social science public policy business or related discipline.
• Must have no financial or other potential conflicts of interest that would impair ones ability to provide fair and unbiased advice andassistanceto callers.
• U.S. citizenship is required by federal government contract.
• This position requires a Public Trust security clearance. Applicants will be subject to a government security investigation to obtain clearance prior to the start date.

Additional Qualifications Required:

• Superior interpersonal skills including courtesy professionalism empathy and cooperative attitude.
• Proficiency with MS Office
• Ability to use a computer and navigate at high functionality.
• Excellent oral and written communication skills.

Preferred Skills/Qualifications:

• BilingualinEnglish/Spanishis a plus.
• Demonstrated experience in staffing a Call Center/Hotline or providing services in a fast-paced environment
• Ability to adhere to timelines and tasks in a fast-paced environment and collaborate with other teams to complete project deliverables
• Experience working with a diverse team housed in a variety of locations
• Experience working in systems that serve older victims of crime
• Understanding and experience working on national-level efforts
• Experience analyzing quantitative and qualitative data

Professional Skills:

• Ability to communicate with excellence both orally and in writing
• Demonstrated highly professional demeanor
• Excellent interpersonal skills
• Ability to work with various levels of internal staff as well as clients and vendors

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: