Contact Center Agent – Helpline, Tier 2

Cherokee Federal

. Serve as a direct point of contact for individuals and households registering for federal disaster assistance, asking questions about prior registrations, or seeking relief program referrals .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in customer service and data entry while effectively managing multiple Windows-based applications. Capable of following detailed scripts and providing accurate information and referrals in a high-pressure environment.

Highest-signal resume keywords

Customer Service ExperienceData Entry ProficiencyBilingual in English and SpanishMicrosoft Windows ProficiencyFEMA Systems Navigation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryScripted InterviewsInformation CollectionWindows-Based ApplicationsTelephone SystemsMicrosoft WordMicrosoft ExcelPDF Document ManagementIdentity VerificationE-Verify Employment Eligibility

Soft Skills

PatienceTactCourtesyEmpathyCommunication Skills

Tools & Technologies

NEMIS-IA DatabaseTwo-Screen WorkstationsCall Handling Systems

Certifications & Qualifications

High School DiplomaGEDFEMA/DHS Suitability Adjudication

Industry Keywords

Disaster AssistancePublic-Facing SupportQuality Control MonitoringPrivacy Incident ReportingCustomer Support

About the role

Key responsibilities & impact

Serve as a direct point of contact for individuals and households registering for federal disaster assistance, asking questions about prior registrations, or seeking relief program referrals
Conduct calls with patience, tact, courtesy, and empathy to determine caller needs and provide instructions or referrals
Conduct scripted interviews and accurately enter caller-provided information into FEMA’s Windows-compatible NEMIS-IA database
Complete data entry while the survivor is on the line; perform no more than 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 additional duties based on FEMA’s support level, including Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, and document review
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
Perform other assigned duties

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 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 accurately
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 maintain a secure workspace and report suspected security or privacy incidents
Ability to sit for prolonged periods and work at a computer
Must pass pre-employment qualifications of Cherokee Federal

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) options
Health Savings Account (HSA) options
Professional development, training, and certification support
Voluntary accident, critical illness, and identity theft protection benefits