General Clerk II - London, KY (on-site)

Position Description & Qualifications

If you enjoy helping people, organizing documents, and keeping precise records, Serco invites you to join our facility-based team in London, KY as a General Clerk II. In this on-site role, you’ll follow clear procedures to update and manage consumer records, using easy-to-follow guides and manuals. Bring your clerical and customer service talents to a team dedicated to helping Americans access affordable health care.

Serco supports the Centers of Medicare & Medicaid Services as a prime for their Department of Health and Human Service contract which supports the Affordable Care Act. The CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. The unit delivers document processing, inbound and outbound call center support, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.

Join our 80+ member team where you’ll sort, prep, and scan consumer documents to address verification issues in the Health Insurance Marketplace. You’ll also handle inbound and outbound calls to resolve application data matching problems. Work closely with supervisors and peers to deliver outstanding service and meet performance goals.

In this role, you will:

• Open and distribute incoming mail; prepare mail-outs.
• Receive and securely store items.
• Copy documents, including large-volume assignments.
• Lift/carry boxes (20–50 lbs) as needed.
• Perform data entry, retrieval, and simple calculations.
• Provide telephone support for inbound/outbound calls.
• Identify and escalate data matching issues per guidelines.
• Apply feedback and complete required training and certifications.
• Meet production and quality standards
• Work well in a team and adapt to different tasks.
• Other duties as assigned

Available schedules:

• Wednesday – Saturday - 8:00 AM-6:30 PM EST

To be successful in this role, you will have:

• High school diploma or equivalent and 6+ months relevant experience (higher education may substitute for experience).
• Ability to work on-site at our London, KY office
• This position is contingent upon your ability to pass a background check 

Additional desired experience and skills:

• Clerical skills: data entry, typing, and phone support.
• Proficiency with Microsoft Office Suite and multi-screen navigation.
• Ability to multitask, work independently, and meet deadlines.
• Strong oral and written communication skills.
• Knowledge of office procedures and terminology.
• Ability to handle confidential information per PII standards

If you are detail-oriented, enjoy solving problems, and want to make a difference, apply now to join Serco’s dedicated team. The process is quick—and could be your next great career move!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer. If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act. For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract. Benefits – Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan that includes counseling conditions
• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].