Contact Center Customer Service Representatives (CSRs) perform a wide range of tasks related to eligibility determination or recertification. Responsibilities can include completing any task necessary to assist in the determination of eligibility including processing applications, updating case information, and processing case reviews. Work is conducted utilizing offline systems. Processes can be lengthy and intricate. CSRs must be adaptable as tasks vary throughout the day. Qualified candidates must have excellent reading and comprehension skills and be proficient in interpreting and applying federal and state laws, program policies, and procedures. The role demands excellent customer service and problem resolution.