Customer Support Specialist - Assistance Payments

Job Title

Compensation Range

$22.93 - $29.35

Represents Department of Human Services by greeting visitors in a courteous, efficient and customer focused manner. Assists with directing lobby and phone traffic by answering general questions, explaining basic program procedures and guidelines, offering assistance and referrals, and providing education on Department services or alternative community resources as needed. Supports Eligibility Technicians in Public Assistance programs units by assisting program applicants with qualification information, collecting qualification documents, and entering information into program data bases.

Issues Electronic Benefits Transfer (EBT) cards and accepts valid forms of payment for various Departmental needs. Staffs the IdentoGO Fingerprinting Office in accordance with Idemia requirements. Primary location will be at the Fort Lupton office with possible coverage needs in Greeley. Reliable, predictable attendance within department business hours of 8 a.m. to 5 p.m. Monday through Friday. We believe we can listen better, learn more and act faster when we are able to build strong internal and external relationships in the same physical space.

With this in mind, this position is exclusively an in-person position and not eligible for consistent telework arrangements.

• Provides a wide range of administrative and supportive services to the Department, including accepting client payments, which may involve handling large amounts of cash.
• Issues Electronic Benefits Transfer (EBT) cards while researching in state systems and maintaining EBT card issuance logs.
• Works closely with the EBT Coordinator to maintain card inventory and obtain additional cards when needed.
• Schedules, reschedules, and modifies telephone and in-person client interviews and appointments using computerized calendar systems.
• Scans and reviews documents that are uploaded into document management systems and checks Colorado Benefits Management System (CBMS) to see if documents are related to change requests or completion.
• Navigates Compass for appointments or additional documents related to client cases, and schedules appointments in Compass accurately to be worked by Eligibility Technicians.
• Routes documents to the appropriate locations, schedules appointments for case processing, and notifies supervisors and peers when scanning or workflow issues occur.
• Verifies identification documents for authenticity and reports concerns to a supervisor.
• Manages multiple program databases involving high-volume data entry, utilizes existing and new computer systems and imaging equipment, and performs additional clerical duties such as mail sorting and distribution, copying, and assembly of informational packets.
• Prepares and sends business correspondence related to program reminders and requests and enters voter registration data into computerized systems for submission to the County Clerk and Recorder.

• Greets and directs walk-in clients and visitors, identifies the purpose of the visit, and provides assistance as needed.
• Checks in clients for appointments and monitors to ensure they are seen promptly by staff.
• Provides calm, respectful responses to individuals in stress filled situations. Uses knowledge of public assistance program rules and regulations to provide information to and/or collect the required documentation needed to assist in determining eligibility for public assistance programs.
• Verifies and updates customer demographic information when needed.
• Accepts documentation from clients, issues receipts, date-stamps and distributes to appropriate location.
• Monitors postings and signage in the lobby area.
• Provides exceptional customer service to both internal and external customers at all times.
• Directs and refers clients appropriately to other Buildings and Divisions within Human Services.

• Assists in training staff or service providers on basic application and eligibility processes as directed.
• Maintains knowledge of inter-departmental business processes and procedures.
• Responds to emails and Microsoft Outlook requests in…