Customer Resolution Representative

applicants must be permanent in the associate benefits opportunity specialist (abos) title or permanent in the benefits opportunity specialist title for at least one year. This is a provisional appointment; when a test becomes available in the abos title, you must take and pass the exam to remain in the abos title.

family independence administration (fia) provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency via essential and diverse programs/services, such as temporary cash assistance, snap, childcare, eviction prevention services, adult protective services, job training, employment plans/support, domestic violence assistance, child support enforcement, etc.

the inquiry unit within fia investigates issues, determines the appropriate response, conducts necessary case actions (including the issuance of benefits, addition of a new case member, etc.) in pos/wms, delivers the response to the client, and closes the inquiry within the prescribed seven-day timeframe.

under the direction of the supervisor, with latitude for independent judgment, the customer resolution representative is responsible for addressing and resolving various inquiries and complaints related to cash and emergency assistance (ca) and (ea), supplemental nutrition assistance program (snap), and home energy assistance program (heap) benefits and services. Fia iru supports and facilitates work processes for job, snap and heap centers and offices by handling a wide range of actions, such as conducting eligibility interviews, resolving complaints of agency inaction on applications or requests, receiving submission of verifying documents, adding/removing household members to case(s), handling application/recertification, employment/work-related appointments, including child care and other supportive services, requests, inquiries and complaints, and other duties at benefits access center, snap and heap offices.

hours/shift monday - friday, flex schedules

minimum qualifications

associate benefits opportunity - 56316

• a four-year high school diploma or its educational equivalent, and three years of full-time satisfactory experience working directly in social/human services or a related setting, providing either client services or employment planning/counseling services which involves job development, skills assessment, and employment placement or other economic opportunity programming.
• a baccalaureate degree from an accredited college; plus eighteen months of full-time satisfactory experience working as a benefits opportunity specialist; or experience as described in one (1) above.
• college credit from an accredited college may be substituted for this experience on the basis of 60 semester credits for 9 months of the work experience described above. However, all candidates must have at least 18 months of full-time satisfactory experience working as a benefits opportunity specialist or performing social/human services work as described in one (1) above.

55a program: this position is also open to qualified persons with a disability who are eligible for the 55-a program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a program.

public service loan forgiveness: as a prospective employee of the city of new york, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the u.s. Department of education’s website at (Use the "Apply for this Job" box below)..

residency requirement: new york city residency is not required for this position.

additional information: the city of new york is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

salary: $60,275.00 – $69,316.00