Call Center Agent

Job Title:
Call Center Agent (Full-Time, Remote)
Location: Remote

VECRA, Inc. is a service-disabled veteran-owned, woman-owned, and minority business enterprise (SDVOSB, WOSB, MBE) consulting firm. We specialize in helping clients drive growth, transform businesses, and innovate through proven methodologies. VECRA's experience spans innovative software applications, reporting systems, program management, facilities, and supply chain management. Our services are always:

• Vigilant Efficient Collaborative Responsive Accurate (VECRA)

VECRA is seeking remote Call Center Agents to provide support for the Maryland Health Benefits Exchange. Agents will assist Maryland residents with healthcare benefits, handling an average of 30‑35 inbound calls per day (with higher call volume during open enrollment). This position requires 7 weeks of paid training. Agents must provide their own computer/laptop (Chromebooks and iPads are not permitted) and headset.

• Answer inbound calls from consumers, prospective enrollees, and those acting on their behalf, providing information on policies, procedures, and privacy protocols.
• Track and document all inquiries using the designated systems.
• Complete tasks according to established guidelines and quality assurance metrics.
• Assist consumers with changes to their applications and reset passwords for self‑service.
• Check application status and verify coverage effectiveness.
• Escalate calls or issues to appropriate staff when needed.
• Facilitate translation services for non‑English speaking callers.
• Attend training and meetings to maintain up‑to‑date knowledge of all programs and systems.

• 3+ years of call center experience.
• Experience with high inbound call volumes and meeting/exceeding performance metrics.
• Fast learner with the ability to work independently.
• Strong multitasking and computer skills.
• Excellent listening skills with the ability to understand, not just respond.
• Punctual and self‑reliant.

• High School Diploma or GED required.

• Work Hours: 8:00 AM – 6:00 PM (Assigned 8‑hour shift within this timeframe)
• Salary: $18.50 /hour
• Location: Remote
• Travel: No

• Paid holidays
• Paid time off
• Medical and dental coverage

VECRA, Inc. is an Equal Opportunity and Affi­rmative Action employer. We are committed to administering all employment actions based on merit and free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. VECRA maintains a drug‑free workplace and conducts pre‑employment substance abuse testing and background checks, where permitted by law.

• A “disabled veteran” is one of the following:
  • A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
  • A person who was discharged or released from active duty because of a service‑connected disability.
• A “recently separated veteran” means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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