Participant Success Advisor

We are hiring in Skowhegan, Maine! Join us at Fedcap Families for an exciting career as a Participant Success Advisor. Salary/Wage: Starting at $20.20/hour Mission: To create opportunities for people with barriers to economic well-being www.fedcap.org. Job Title: Participant Success Advisor Location: Skowhegan, Maine FLSA Status: Non-Exempt Position Type: Full-Time

Fedcap Families, a member of The Fedcap Group, is looking for a mission-driven individual to become a Participant Success Advisor in Skowhegan, ME! This person will act as front-line resource for participants as they navigate service with Fedcap and take steps towards greater self-sufficiency. Apply today to be contacted by a member of our recruiting team!

• Earn a minimum $20.20/hour+ (starting) pay in this amazing role where you will be helping people in a unique way to improve their economic stability and that of their family!
• Hours are full-time, during the office hours of Monday - Friday, 8:00am - 4:30pm.
• Fedcap Families offers all full-time employees a comprehensive benefits package, as well as on the job training!

The Participant Success Advisor works as part of a fast-paced, tech savvy, detail-oriented, people–facing team performing a variety of customer service and administrative tasks to support program participants in their journey and achievement of overall contract requirements.

• Acts as “host” for the Opportunity Center creating a warm and welcoming environment for participants and all visitors.
• Acts as staff to the “Participant Success Center” answering calls, assisting participants and routing calls as needed.
• Calls program participants to schedule their Welcome Meeting with their Career Advisor and prepare them for participation.
• Liaises with participants to prepare and submit support service requests aligned with activities in a participant’s Career Plan. Collects needed documentation in support of requests.
• Communicates daily with funders.
• Shows significant attention to detail, ensuring accuracy of submissions in a tight turnaround.
• Runs reports in FedcapCARES and uses data to plan daily tasks.
• Conducts phone calls and sends out reminders via regular mail and text messaging to participants about their scheduled appointments and activities.
• Determines if a reasonable circumstance exists for participants who have been absent.
• Documents all contact with participants in the case management system in well-written, concise case notes.
• Responds to immediate requests via email and portal chat feature, by answering questions regarding program requirements as well as documenting and addressing participant concerns.
• Conducts daily case audits to ensure program and eligibility requirements are met.
• Promotes Fedcap Inc. Positively at every opportunity with participants, coworkers, and external stakeholders, understanding and articulating the full services and benefits we offer to customers.
• Upholds all agency policies and expectations in performing their job.
• Demonstrate drive to deliver performance in line with key performance indicators and performance targets.
• Actively role models our Fedcap values throughout all aspects of their work and interactions with others.
• Quality is the responsibility of all Fedcap Inc. staff members and must be reflected in all interactions and documentation with participants and stakeholders.

• High school diploma, GED or equivalent education AND 2 years experience in front-facing, customer service, reception, front desk, office assistant, clerical or office-based human services role.
• Valid driver’s license and reliable transportation
• Demonstrated track record for providing exceptional customer service.