162 Customer Service Representatives jobs in Lacey

Claims Call Center Representative

Zurich is a leading multi-line insurer that serves its customers in global and local markets. Zurich's customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations.
We are seeking confident, outgoing, and self-motivated Customer Care Professionals to join our dedicated contact center team inNovember 2025. If you are passionate about customer service and want to help people, we want to talk to you. You will work 100% remote from your home office. This role offers an in-depth training that covers everything you'll need to get started.
Responsibilities include:
+ Manage incoming inquiry calls of different levels of complexity, ensuring a positive customer experience.
+ Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers.
+ Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently.
+ Provide feedback and recommendations to the team to improve the quality of customer care.
+ Follow procedures to ensure adherence to the company's risk and compliance policies.
Highlights:
+ Available shifts start between 8:30 am to 10:00 am (Central Standard Time)
+ Work remotely (100%)
+ Annual Merit Increase & Bonus Opportunity
+ Amazing PTO
+ 401K Match
+ Career mobility
+ Medical, Vision & Dental
Basic Qualifications:
+ High School Diploma or Equivalent
+ +6 months or more of customer service experience
+ Data entry experience
Work from home office requirements:
+ Designated workspace free from noise and other distractions
+ Minimum internet connection via stable, high-speed internet connection of at least 5 Mbps up and 10 Mbps down
Preferred Qualifications:
+ 6 months or more of call center experience
+ Strong data entry skills and the ability to type 32 WPM or more
+ Demonstrated proficiency in Windows based operating systems and Microsoft office
+ Ability to navigate multiple computer screens and browsers quickly and accurately
+ Strong comprehension skills, professional demeanor
+ Solid oral & written communication skills
+ Demonstrated strong attention to detail and solid problem-solving skills
+ Insurance knowledge preferred
At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. For more information about our Total Rewards, please clickhere ( . Additional rewards may encompass short-term incentive bonuses and merit increases. We encourage candidates with salary expectations beyond the provided range to apply as they will be considered based on their experience, skills, and education.The compensation indicated represents a nationwide market range and has not been adjusted for geographic differentials pertaining to the location where the position may be filled. The proposed hourly rate for this position is $17.84 - $22.74, with short-term incentive bonus eligibility set at 5%.
As an insurance company, Zurich is subject to 18 U.S. Code § 1033.
A future with Zurich. What can go right when you apply at Zurich?
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please clickhere ( to learn more.
Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.
Location(s): AM - Remote Work (US)
Remote Working: Yes
Schedule: Full Time
Employment Sponsorship Offered: No
Linkedin Recruiter Tag: #LI-MM1 #LI-REMOTE
EOE Disability / Veterans

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Sr. Customer Service Representative (CSR) will provide senior-level intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national center for reporting criminal or suspicious activity. Sr. CSRs serve as experienced analysts who process sensitive tips, ensure accuracy and compliance, and provide mentoring to junior staff to strengthen ICE's law enforcement mission.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting and recording actionable details from callers.
+ Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements.
+ Research corroborative information in law enforcement, DHS, and open-source databases.
+ Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
+ Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters.
+ Provide on-the-job training and mentoring to new Customer Service Representatives.
+ Create ad-hoc reports upon request and support recurring team meetings.
+ Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **5 years of specialized experience** **in a contact center environment handling inbound calls of similar complexity.**
+ **Demonstrated experience in:**
+ **Searching and researching multiple databases.**
+ **Resolving a wide variety of complex stakeholder issues.**
+ **Working on multiple projects simultaneously in a high-volume contact center.**
+ **Engaging with diverse stakeholders from various professional/administrative backgrounds.**
+ **Multitasking effectively, including simultaneous data entry and live communication.**
+ **Conceptualizing scenarios and communicating them clearly to stakeholders.**
+ **Independently interpreting, analyzing, and reporting sensitive information.**
+ **Actively listening to and processing complex information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Providing on-the-job training and support to junior CSRs.**
+ **Creating accurate ad-hoc reports and supporting weekly/bi-weekly CSR meetings.**
+ **Proficiency with telephony systems, CRM/ticketing tools, and Microsoft Office Suite.**
+ **Strong oral and written communication skills.**
+ **U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).**
**Minimum Qualifications:**
+ **Prior experience supporting DHS, ICE, or law enforcement-related contact centers.**
+ **Demonstrated ability to conceptualize complex scenarios and communicate them clearly.**
+ **Strong interpersonal and mentoring skills to train and support junior CSRs.**
+ **Proven ability to create clear ad-hoc reports and support team meetings.**
+ **High attention to detail with strong active listening and documentation skills.**
+ **Ability to handle sensitive and confidential information with discretion.**
+ **Flexibility to work assigned shifts, including evenings, weekends, and holidays.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting details from callers to capture actionable information.
+ Review and process online/web tips to determine if further analysis or referral is required.
+ Conduct preliminary research in government and open-source databases to verify information.
+ Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.
+ Draft and route reports to appropriate ICE field offices following established procedures.
+ Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.
+ Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.
+ Participate in required training sessions, team meetings, and quality assurance activities.
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **three (3) years specialized experience** **in a contact center environment answering and responding to inbound calls of comparable complexity.**
+ **Demonstrated knowledge and ability in the following areas:**
+ **Searching and researching multiple databases.**
+ **Operating effectively in a high-volume contact center environment.**
+ **Multitasking, including data entry and live communication simultaneously.**
+ **Engaging with diverse individuals from varying professional and administrative backgrounds.**
+ **Conceptualizing scenarios and communicating them clearly.**
+ **Independently analyzing and interpreting sensitive information.**
+ **Actively listening to and documenting sensitive information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Citizenship:** **U.S. Citizenship required.**
**Minimum Qualifications:**
+ **Prior experience in federal, law enforcement, or DHS-related contact centers.**
+ **Fluency in Spanish (desirable but not required).**
+ **Ability to work effectively under pressure in a fast-paced, mission-critical environment.**
+ **Strong documentation, attention to detail, and problem-solving skills.**
+ **Flexibility to work assigned shifts, including nights, weekends, and holidays.**
+ **Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Program Manager (PM) will serve as the primary point of contact with the Government for all contractual, technical, staffing, and performance issues related to the HSI Tip Line Call Center contract. The PM is responsible for ensuring contract compliance, managing overall program execution, and leading a team of Sr. and Jr. Customer Service Representatives. The PM will oversee staffing, training, performance monitoring, reporting, and communication with DHS/ICE leadership.
**Duties and Responsibilities:**
+ Serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer's Representative (COR).
+ Provide overall management, direction, and oversight of the contract, including staffing, scheduling, and performance monitoring.
+ Ensure compliance with DHS/ICE policies, procedures, and security requirements.
+ Manage contract deliverables including staffing plans, progress reports, training plans, and meeting participation.
+ Lead post-award, progress, and status meetings with the COR and other government stakeholders.
+ Develop, implement, and monitor Quality Control Plans (QCP) and performance metrics.
+ Coordinate with ICE on system access, training, and safeguarding sensitive information (PII, SPII, LES, FOUO, etc.).
+ Supervise subordinate managers, including the Deputy Program Manager and Sr. CSRs, ensuring continuity of support.
+ Provide issue resolution and escalation support to ensure uninterrupted operations.
+ Prepare and submit all required contract reports, including staffing updates, separation checklists, and quarterly reconciliations.
**Qualifications**
**Basic Qualifications:**
+ **Bachelor's degree in business administration, Management, Criminal Justice, or related field (minimum).**
+ **Minimum of** **8-10 years of program or project management experience** **, including** **5+ years managing contact center or law enforcement/intake operations** **of comparable size and complexity.**
+ **Demonstrated expertise in:**
+ **Federal contract management and oversight.**
+ **Supervising large, diverse teams in 24/7/365 operations.**
+ **Ensuring compliance with federal privacy, security, and personnel requirements.**
+ **Delivering reports, briefings, and recommendations to senior government officials.**
+ **Proficiency with Microsoft Office Suite, telephony/CRM systems, and contract management tools.**
+ **U.S. Citizenship Required**
**Minimum Qualifications:**
+ **Program Management Professional (PMP) certification.**
+ **Previous DHS/ICE program management experience.**
+ **Experience with sensitive but unclassified (SBU) information handling.**
+ **Ability to manage remote/distributed teams across multiple shifts.**
+ **Strong leadership, communication, and stakeholder engagement skills.**
+ **Ability to anticipate issues, mitigate risks, and deliver mission-critical results under pressure.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

Auto Claims Call Center Senior Represent

Zurich is a leading multi-line insurer that serves its customers in global and local markets. Zurich's customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations.
Are you working in an Auto Service Center for a dealership, looking for a career away from long hours and required weekend schedules? We are seeking confident, outgoing, and self-motivated, Inbound Customer Service representatives with experience in the Automotive industry. If you are passionate about customer service and want to help people, we want to talk to you.
Overview:
+ Monitor business processes to identify opportunities for customer care´s improvements.
+ Handle first and third-party claims taking responsibility to resolve all enquiries from both customer and external contacts to ensure delivery of a customer focused claims service.
+ Recommend alternative sources/courses of action to ensure an efficient, day to day customer service is delivered.
+ Receive, investigate, and respond to technical queries from customers and/or colleagues to ensure customers receive appropriate advice.
Key Responsibilities:
+ Handle inbound and outbound customer calls professionally and efficiently.
+ Provide accurate information about extended warranty services and coverage.
+ Assist customers with low complexity claims processing and service contract inquiries.
+ Resolve customer issues and complaints with a focus on first-call resolution.
+ Maintain detailed and accurate records of customer interactions and transactions.
+ Collaborate with team members and other departments to ensure seamless service delivery.
+ Stay up-to-date with product knowledge and company policies.
Highlights:
+ 8-hour shift between the operating hours of 7:00 AM to 8:00 PM M-F (Central Standard Time)
+ You will be working remotely (100%)
+ Annual Merit Increase & Bonus Opportunity
+ Opportunity Potential for Overtime Pay
+ Amazing PTO
+ 401K Match
+ Career mobility
+ Medical, Vision & Dental
Required:
+ High School Diploma or Equivalent and 2 or more years of experience in the Customer Service area
OR
+ Zurich Certified Insurance Apprentice including an Associate Degree and No prior experience required in the Customer Service area
Preferred Qualifications:
+ Experience in auto industry areas of service repair, auto technology, parts department is crucial for this role
+ Proven experience in customer service, preferably in a call center environment
+ Insurance industry knowledge
+ Advanced Microsoft Office skills
At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. For more information about our Total Rewards, please clickhere ( . Additional rewards may encompass short-term incentive bonuses and merit increases. We encourage candidates with salary expectations beyond the provided range to apply as they will be considered based on their experience, skills, and education.
The compensation indicated represents a nationwide market range and has not been adjusted for geographic differentials pertaining to the location where the position may be filled. The proposed hourly rate range for this position is $18.17 - $24.00, with short-term incentive bonus eligibility set at 5%.
As an insurance company, Zurich is subject to 18 U.S. Code § 1033.
A future with Zurich. What can go right when you apply at Zurich?
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please clickhere ( to learn more.
Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.
Location(s): AM - Missouri Virtual Office, AM - Alabama Virtual Office, AM - Albuquerque, AM - Anoka, AM - Arizona Virtual Office, AM - Arkansas Virtual Office, AM - Atlanta, AM - Austin, AM - Baltimore, AM - Boston, AM - Charlotte, AM - Chicago, AM - Cincinnati, AM - Cleveland, AM - Colorado Springs, AM - Colorado Virtual Office, AM - Connecticut Virtual Office, AM - Dallas, AM - Delaware Virtual Office, AM - Denver, AM - Detroit, AM - Edina, AM - Florida Virtual Office, AM - Georgia Virtual Office, AM - Idaho Virtual Office, AM - Illinois Virtual Office, AM - Iowa Virtual Office, AM - Kansas Virtual Office, AM - Kentucky Virtual Office, AM - Las Vegas, AM - Maryland Virtual Office, AM - Massachusetts Virt. Office, AM - Michigan Virtual Office, AM - Minneapolis, AM - Minnesota Virtual Office, AM - Mississippi Virtual Office, AM - Montana Virtual Office, AM - Nebraska Virtual Office, AM - Nevada Virtual Office, AM - New Hampshire Virt. Office, AM - New Mexico Virtual Office, AM - New York Virtual Office, AM - North Carolina Virt. Office, AM - North Dakota Virtual Office, AM - Ohio Virtual Office, AM - Oklahoma Virtual Office, AM - Omaha, AM - Overland Park, AM - Parsippany, AM - Seattle, AM - South Carolina Virt. Office, AM - South Dakota Virtual Office, AM - Tennessee Virtual Office, AM - Texas Virtual Office, AM - Utah Virtual Office, AM - Vermont Virtual Office, AM - Virginia Virtual Office, AM - Washington St Virt. Office, AM - West Virginia Virt. Office, AM - Wisconsin Virtual Office, AM - Wyoming Virtual Office
Remote Working: Yes
Schedule: Full Time
Employment Sponsorship Offered: No
Linkedin Recruiter Tag: #LI-MM1
EOE Disability / Veterans

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Deputy Program Manager (DPM) will support the Program Manager in the overall execution and oversight of the HSI Tip Line Call Center contract. The DPM serves as the alternate point of contact with the Government and is responsible for ensuring continuity of operations, assisting with contract compliance, and overseeing day-to-day call center performance.
**Duties and Responsibilities:**
+ Serve as the alternate point of contact for the CO and COR when the Program Manager is unavailable.
+ Support management of staffing, scheduling, and performance monitoring of contract personnel.
+ Assist in implementing and maintaining the Quality Control Plan (QCP) and performance metrics.
+ Monitor daily operations to ensure adequate coverage across all shifts.
+ Assist with the preparation and submission of required contract deliverables, including progress reports, staffing updates, and incident reporting.
+ Provide direct supervision and mentoring to Sr. and Jr. Customer Service Representatives as needed.
+ Coordinate with government leads on training, compliance, and operational issues.
+ Participate in meetings, briefings, and audits, providing updates on contract performance.
+ Ensure that employees comply with DHS/ICE policies, procedures, and security requirements.
+ Support transition planning, onboarding, and training for new hires.
**Qualifications**
**Basic Qualifications:**
+ **Bachelor's degree in business, Management, or related field (minimum).**
+ **Minimum of 5 years of experience in program or project support, including 3+ years in contact center, law enforcement intake, or operations support environments**
+ **Demonstrated ability to:**
+ **Supervise and mentor staff in a high-volume environment.**
+ **Manage schedules, staffing plans, and performance tracking.**
+ **Interpret and enforce federal policies, procedures, and contract requirements** **.**
+ **Deliver timely, accurate reports and briefings.**
+ **Proficiency with Microsoft Office Suite, CRM/ticketing systems, and telephony systems.**
+ **U.S. Citizenship Required.**
**Minimum Qualifications:**
+ **Prior DHS/ICE or federal program management support experience.**
+ **Project Management Professional (PMP) or CAPM certification.**
+ **Strong organizational and time management skills.**
+ **Experience supporting 24/7 operations with multiple shifts.**
+ **Effective communication and problem-solving skills.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

**Job Description**
**Job Summary**
The Provider Claims Adjudicator is responsible for responding to providers regarding issues with claims, coordinating, investigates and confirms the appropriate resolution of claims issues. This role will require actively researching issues to adjudicate claims Requires knowledge of operational areas and systems.
**Knowledge/Skills/Abilities**
+ Facilitates the resolution of claims issues, including incorrectly paid claims, by working with operational areas and provider billings and analyzing the systems.
+ This role is involved in member enrollment, provider information management, benefits configuration and/or claims processing.
+ Responds to incoming calls from providers regarding claims inquiries and provides excellent customer service; documents calls and interactions.
+ Assists in the reviews of state or federal complaints related to claims.
+ Supports the other team members with several internal departments to determine appropriate resolution of issues.
+ Researches tracers, adjustments, and re-submissions of claims.
+ Adjudicates or re-adjudicates high volume of claims in a timely manner to ensure compliance to departmental turn-around time and quality standards.
+ Manages defect reduction by supporting the identifying and communicating error issues and potential solutions to management.
+ Handles special projects as assigned.
+ Other duties as assigned.
Knowledgeable in systems utilized:
+ QNXT
+ Pega
+ Verint
+ Kronos
+ Microsoft Teams
+ Video Conferencing
+ Others as required by line of business or state
**Job Function**
Provides customer support and stellar service to assist Molina providers with claims inquiries. Leads and resolves issues and addresses needs appropriately and effectively, while demonstrating Molina values in their actions. Responsible for effectively managing and documenting calls and responding to providers regarding issues with claims and inquiries. Handles escalated inquiries, complex provider claims payments, records, and provides counsel to providers. Helps to mentor and coach Provider Claims Adjudicators.
**Job Qualifications**
**REQUIRED EDUCATION:**
Associate's Degree or equivalent combination of education and experience;
**REQUIRED EXPERIENCE:**
2-3 years customer service, claims, provider and investigation/research experience. Outcome focused and knowledge of multiple systems.
1+ years of claims research and/or issue resolution or analysis of reimbursement methodologies within the managed care health care industry
**PREFERRED EDUCATION:**
Bachelor's Degree or equivalent combination of education and experience
**PREFERRED EXPERIENCE:**
4 years customer service, claims, provider and investigation/research experience.
LTSS claims experience
**PHYSICAL DEMANDS:**
Working environment is generally favorable and lighting and temperature are adequate. Work is generally performed in a home or office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. Must have the ability to sit for long periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Pay Range: $21.16 - $38.37 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.