Bilingual Customer Relations Specialist Lake

Job:
Bilingual Customer Relations Specialist

Entry-level position for motivated individuals looking to develop a career in public assistance. The role involves assisting clients with inquiries, providing accurate information, and helping with the application process for Food Assistance, Medicaid, TANF, Adult Financial and additional programs. Strong communication, customer service dedication, and a willingness to learn are essential. Comprehensive training is provided, with opportunities for career advancement, including the potential to transition into a Benefits Case Manager role.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Collecting documentation and applications for persons requesting financial, medical, and food assistance as well as any programs operated by the department or in the community.
• Assessing needs, interprets programs, and makes referrals appropriate to services and assistance available in the department or community.
• Providing client case updates when requested
• Answers phone calls and checks voicemails. Takes messages and then relays client questions to the appropriate party.
• Updates Benefits Case Managers on client issues and general office operations.
• Sends client correspondence and other mail as requested by LDHS staff.
• Makes collateral contacts as requested by Benefits Case Managers and other staff.
• Handles picking up office mail from the post office and the outside dropbox daily. Will gather all documentation and provide it to the required individuals.
• Makes referrals for fraud investigations when necessary and assists the Lead Benefits and Deputy Director when tasks are assigned as requested.
• Distributes EBT cards to eligible clients

None, the Deputy Director of Economic Security supervises this position.

• Graduation from High School or GED equivalent.
• At least two years of office experience with an emphasis in working with the public and customer experience.
• Proficiency in both English and Spanish is preferred.
• Knowledge:
  • Assistance available through other community agencies and/or programs
  • Basic and effective communication techniques in dealing with escalated individuals
  • Basic knowledge of or ability to learn and understand Human Services operations, procedures, and programs
  • Excellent knowledge of and demonstrated proficiency utilizing Microsoft Office Suite
  • Willingness and ability to learn software and programs (CBMS, Google, EDMS, Etc)

• Ability to learn and understand the EBT card process
• Ability to use basic office equipment
• Ability to be a self starter/work independently as required
• Superior verbal and written communication skills and effective listening skills
• Perform all aspects of job responsibilities with honesty and integrity
• Work in a fast-paced environment

May work with escalated individuals

• Ability to work indoors in an office environment with prolonged periods of sitting at a desk and working at a computer.
• Ability to lift up to 25 pounds.
• Ability to see close up and far away, with or without glasses or contacts. Ability to work outdoors in inclement, hot, or cold weather as required by attendance of County events or local emergencies.

Lake County is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, or veteran status. Assistance or accommodation during the application process due to a disability is available upon request.

As a reflection of the value we place on the contributions of our employees, the County offers a competitive benefits package for full-time employees. Please review the
2024 Benefits Guide for full details. The Guide provides information on Lake County Government's benefit offerings, including:

• Employer-Sponsored Medical and Dental Insurance Plans
• 100% Employer Paid Vision Plan
• Flexible Spending Account
• Health Reimbursement Account
• Employer-Sponsored…