Call Flow Marketing Pvt, Ltd. Call Centre Agent (Verifiers, Night Shift)

Job Title: ACA Verifier
Campaign: Affordable Care Act (ACA – USA)
Department: Operations
Shift: Night Shift (US Time Zones)
Location: 2nd Floor, Bin Talib Square, Iran Road , Chandni Chowk, Rawalpindi Google Maps Link: https://share.google/y7ZQrSietaf1UPofR
Employment Type: Full-Time

Job Description Overview:

We are seeking a detail-oriented and responsible ACA Verifier to join our Verification team. The primary responsibility of this role is to verify customer information collected by Customer Service Representatives (CSRs) to ensure accuracy, eligibility, and full compliance with Affordable Care Act (ACA) guidelines, as well as TCPA and Do Not Call (DNC) regulations before final enrollment.

The ideal candidate must possess strong communication skills, excellent attention to detail, and the ability to maintain high compliance standards while working in a fast-paced call center environment.

Key Responsibilities

• Conduct verification calls with customers transferred by CSRs to confirm the accuracy of their information.
• Verify customer personal details, including name, date of birth, address, income, and household size.
• Ensure that customers fully understand the ACA plan details and provide proper consent before enrollment.
• Confirm that the customer’s phone number is not registered on the Do Not Call (DNC) list.
• Identify and prevent misrepresentation, incorrect information, or potential fraudulent activity.
• Approve or reject applications based on verification results and compliance standards.
• Maintain accurate records of verification outcomes in the CRM system.
• Escalate discrepancies, compliance issues, or suspicious cases to supervisors or the compliance department.
• Ensure all interactions comply with ACA regulations, TCPA requirements, and company policies.

Required Skills & Qualifications

• Strong listening skills and attention to detail.
• Excellent verbal communication skills in English.
• Knowledge of ACA policies, TCPA regulations, and DNC compliance requirements.
• Ability to handle pressure and maintain high-quality standards in a fast-paced environment.
• Basic computer skills and familiarity with CRM systems.
• Previous experience in ACA verification, quality assurance, or compliance roles is preferred.
• Minimum education requirement: Matriculation or Intermediate.

Key Performance Indicators (KPIs)

Employee performance will be evaluated based on the following metrics:

• Verification Accuracy Rate
• Compliance Score
• Error and Rejection Rate
• Call Quality and Professionalism
• Adherence to Verification Procedures

Work Environment

• Night Shift aligned with US time zones.
• Call Center environment requiring consistent call handling and verification tasks.
• Regular performance monitoring and quality assessments.

Equal Opportunity Statement

We are committed to providing a professional, inclusive, and growth-oriented work environment. All qualified applicants will be considered based on their skills, experience, and ability to meet the requirements of the role.

Job Type: Full-time

Pay: Rs50,000.00 - Rs100,000.00 per month

Work Location: In person