Position Overview

We are seeking a highly organized and client-focused professional to manage the initial Social Security Disability (SSDI/SSI) application and reconsideration appeal process from start to submission. This role is the front line of the Social Security practice—guiding clients through complex applications, ensuring accuracy, and keeping cases moving forward without delay. You will work directly with clients by phone, complete applications through the SSA portal, and coordinate internally with staff to ensure a smooth and efficient intake process. This is a production-driven, detail-oriented role requiring strong communication skills, persistence, and the ability to manage multiple cases simultaneously.

Client Interaction & Case Intake

• Conduct scheduled calls with clients to complete initial SSDI/SSI applications and reconsideration appeals
• Guide clients through required forms and gather all necessary information
• Maintain a professional, empathetic, and forward-moving tone on all calls
• Handle inbound and outbound calls related to application status and follow-up
• Answer basic client questions about the Social Security process (training provided)

Application Processing

• Complete and submit applications via the SSA online portal
• Save and manage re-entry numbers for incomplete applications
• Ensure all submissions are accurate, complete, and timely
• Identify missing information and proactively follow up with clients

Case Management & CRM

• Update all activity in the firm's CRM system
• Track application progress and ensure no cases stall
• Upload and organize documentation
• Maintain clear internal notes

Internal Communication

• Coordinate with staff and management regarding case status
• Flag issues immediately
• Communicate via email and internal systems

Quality Control & Compliance

• Verify consistency and accuracy of information
• Follow firm procedures and SSA requirements
• Participate in ongoing internal quality review processes
• Maintain confidentiality and professionalism

Qualifications

• 3+ years of continuous customer service experience in a BPO environment
• Strong phone and communication skills
• Must have excellent command of the English language, with neutral or American accent
• Prior SSDI/intake experience would be a big plus but is not expected or required
• High attention to detail
• Ability to manage multiple cases
• Comfortable with CRM systems
• Self-motivated and accountable
• Professional, courteous, and responsive customer service and phone skills
• Willing to work on-site
• Willing to work the night shift

Performance Expectations

• Timely completion of applications
• High accuracy rate
• Consistent follow-up
• Strong internal communication

Work Schedule: Night Shift

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it!

Check out our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
  
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

or

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).