Customer Support Specialist - Assistance Payments

Job Title

Administrative/EBT Support - 30%

• 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.

Customer Service - 30%

• 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.

Collaboration and Knowledge - 20%

• 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 an accurate and timely manner.
• Collaborates with supervisor and peers in order to successfully carry out the overall agency vision and mission.

Professionalism and Teamwork - 20%

• Participates in a positive and value-added manner with both internal and external customers.
• Contribute daily to the team's productivity goals.
• Stays informed by participating as appropriate in all team meetings, attends or views recordings for the division or department updates and reads county wide messaging.
• Understands how one's day to day work significantly impacts the team's success.

Required Education

• High School Diploma/GED

Experience Qualifications

• 2 years Full time business or clerical experience in an office environment which includes extensive customer service and telephone use.

Skills and Abilities

• Candidate must possess the ability to keyboard at 35 words per minute.
• Candidate must possess the ability to enter data into several different computer programs.
• Candidate must possess the ability to learn and apply new computer skills on a regular basis.
• Candidate must have knowledge of computer programs such as Microsoft Windows and Word, Excel, and Outlook.
• Candidate must possess the ability to read and comprehend instructions, correspondence and department policies and procedures.
• Candidate must possess the ability to write correspondence.
• Candidate must possess the ability to effectively communicate in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Candidate must possess the ability to apply math concepts and calculations in the work environment.
• Candidate must possess the ability to apply critical thinking to problem solve in a work environment.
• Candidate must possess the ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress situations.
• Candidate must possess the ability to work in and engage in a positive, continuously improving, and professional work environment.
• Candidate must possess the ability to interface with others on a routine basis, including but not limited to the public, community partners, clients,…