Contact Center Agent – Bilingual, Spanish/English

Cherokee Federal

. Serve as a direct point of contact for individuals and households registering for federal disaster assistance .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in customer service and data entry while adhering to established procedures and quality standards. Capable of navigating multiple systems, safeguarding sensitive information, and providing accurate assistance in disaster relief contexts.

Highest-signal resume keywords

Customer Service ExperienceData Entry ProficiencyFEMA NEMIS-IA DatabaseBilingual in English and SpanishQuality Control Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryScripted InterviewsTelephone SystemsMicrosoft WindowsMicrosoft WordMicrosoft ExcelPDF Document ManagementFEMA SystemsRegistration IntakeTransitional Sheltering Assistance

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailProblem-SolvingAdaptability

Tools & Technologies

NEMIS-IATwo-Screen WorkstationsLogin.govE-Verify

Certifications & Qualifications

High School DiplomaGEDFEMA/DHS Suitability Adjudication

Industry Keywords

Disaster AssistancePublic AssistanceHealth and Human ServicesInsurance BenefitsContact Center Environment

About the role

Key responsibilities & impact

Serve as a direct point of contact for individuals and households registering for federal disaster assistance
Answer questions about prior registrations and provide relief program referrals
Conduct scripted interviews and accurately enter caller-provided information into FEMA’s NEMIS-IA database
Complete data entry while the survivor is on the line, with a maximum of 10 seconds of after-call work if a call drops
Provide phone numbers and agency referrals for secondary support organizations and disaster assistance providers
Perform Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document review as assigned
Attend scheduled pre-shift briefings of up to 30 minutes
Meet average handle time standards of 18–23 minutes for Registration Intake and 10–12 minutes for Helpline
Maintain schedule adherence and interval service-level requirements
Participate in quality-control monitoring and evaluation, including at least three evaluated calls or cases per week
Apply real-time coaching feedback
Safeguard sensitive caller information

Requirements

What you’ll need

Must be a U.S. citizen, at least 18 years old, and able to obtain and maintain FEMA/DHS favorable suitability adjudication before beginning training or call-handling duties
Must have resided within the United States for at least three of the last five years
Prior customer service, contact center, administrative, clerical, or other public-facing support experience preferred
Proficiency using Microsoft Windows, Word, Excel, PDF documents, telephone systems, and multiple computer applications, including two-screen workstations
Must successfully complete identity verification through Login.gov
Must pass E-Verify employment eligibility verification and provide a Social Security card issued by the Social Security Administration
High school diploma, GED, or equivalent
Strong English reading, writing, and verbal communication skills
Bilingual agents must be fluent in English and Spanish
Ability to follow detailed scripts, program guidance, job aids, reference materials, and established procedures
Ability to navigate multiple Windows-based applications and FEMA systems while conducting live telephone interviews
Ability to accurately collect, enter, and review caller information; assess needs; provide instructions and referrals; and address questions within assigned authority
Ability to safeguard PII, Sensitive PII, Sensitive But Unclassified, and For Official Use Only information
Ability to work prolonged periods sitting at a desk and working on a computer
Must pass pre-employment qualifications of Cherokee Federal
Preferred: experience supporting disaster assistance, public assistance, health and human services, insurance, benefits, or comparable programs
Preferred: experience using FEMA systems, NEMIS-IA, Registration Intake, Helpline, Transitional Sheltering Assistance, or comparable case-management systems
Preferred: experience working remotely in a secure, private home-office environment
Preferred: demonstrated ability to meet quality, productivity, schedule-adherence, and average-handle-time expectations in a contact center environment

Benefits

Comp & perks

Up to a 6% 401(k) company match
Paid time off
Medical, dental, and vision insurance
Prescription drug coverage
Basic life and AD&D insurance
Supplemental life insurance options
Short-term and long-term disability coverage
Paid holidays
Employee Assistance Program (EAP)
Flexible Spending Account (FSA) and Health Savings Account (HSA) options
Professional development, training, and certification support
Voluntary accident, critical illness, and identity theft protection benefits