Client Service Coordinator (01106, 02742, 30100, 30078, 30092)

State Of Montana Great Falls , MT 59405

Posted 1 week ago

To be considered applicants must complete and submit applications online, as well as upload any required materials. Successful applicants are required to complete and pass applicable background checks.

The Office of Public Assistance (OPA) determines eligibility benefits to help low income or struggling families get a hand up to become self-reliant. OPA embodies a customer Service First philosophy, which strives to provide respectful, prompt, and accurate services to clients.

We are looking for you to be a compassionate, energetic, conscientious, and detail oriented individual who enjoys making a difference, being part of a team, and taking pride in your career to work in our fast-paced office.

We Offer:

  • A competitive hourly wage and a comprehensive benefits package. To learn more about what we offer visit: https://statecareers.mt.gov/Portals/103/StatewideBenefitsFlyer.pdf

  • A welcoming office environment where everyone is accountable for their part and everyone strives to provide the best customer service to clients and each other.

  • Coaching and in-depth training and feedback for your ongoing success.

  • A career in which you can feel good every day knowing you're making a difference in the lives of others.

  • No weekend work schedules and we offer advancement opportunities.

You Offer:

  • Strong communication skills, both verbal and written, organizational skills both analytical and problem solving, and the ability to work with confidential documents.

  • A positive outlook, dependability, accuracy and pride with your work.

  • Initiative, resilience, and cooperative nature to maintain a harmonious work environment that exceeds everyone's expectations.

  • A qualitative customer experience in the service of others.

Special Info: Due to anticipated volume of applicants, we will contact only those candidates who most closely match our requirements. OPA fills vacancies on a routine schedule to coincide with department training. Please note, multiple locations are available at this time and anticipated start dates of employment will be April 29, 2019.

Supplemental Questions:

  1. Describe any experience you may have determining eligibility for public programs and any experience you may have working in a fast-paced/demanding environment.
  2. Describe any customer service experience you may have in working with the public either in-person or via phone. Include any experience in a call center.

Please type responses in a Word document. Helpful hint: please select and keep a check mark by the relevant document box to ensure attachments are correctly uploaded with the online application. Applications received without the required materials will be considered incomplete.

Major Duties or Responsibilities:

Customer Service/Interview/Eligibility Processing

  • Communicates with clients in-person or via the Public Assistance Helpline; conducts interview to obtain necessary information for determining and processing eligibility.

  • Applies a variety of complex state and federal laws, policies, processes pertaining to eligibility determination; explains policies and procedures to clients.

  • Documents any changes such as household circumstances, file transfers, program policies, and decision changes.

  • Monitors and re-determines eligibility and ensures accuracy and compliance.

  • Establishes a re-payment plan with the client, identifies suspected fraud, and makes a referral for investigation as applicable.

  • Receives and acts upon case findings from quality control reviews which could result in recalculating eligibility.

Physical and Environmental Demands: Office environment with prolonged computer time. Stationary work answering a helpline with or without headphones is required. Potential for contact with hostile persons or situations that call for intervention.

Required for the first day of work:

  • General knowledge of social problems, cultural and human behavior; community based and/or statewide assistance programs and eligibility requirements.

  • Knowledge of customer service, and positive public relations.

  • Exceptional customer service skills, over the phone and in-person.

  • Strong written and verbal communication skills.

  • Problem solving and mathematical skills.

  • Detail oriented, time management, and multitasking skills.

  • Ability to communicate effectively and accountable for a positive customer service interaction.

  • Ability to interview clients of diverse socioeconomic backgrounds and temperaments

  • Ability to use computer applications to input, retrieve, and analyze information.

  • Ability to learn, understand, and correctly apply policies and procedures; evaluate information and determine appropriate action.

  • Ability to maintain a positive attitude and function effectively with strict deadlines, constant changes, and adapt to high stress situations.

  • Ability to operate a personal computer and general office equipment.

Preferred:

  • Knowledge of public assistance programs and eligibility requirements.

Minimum Qualifications (Education and Experience):

  • Associate's degree or certificate in communications, office management, business, human services, sociology, psychology, or other field of study AND three years of job-related experience determining or processing eligibility for social service programs and/or health, financial loans, unemployment, collections, call center, etc.

OR

  • Equivalent to graduation from high school and four years of professional customer service experience to include considerable public contact in a fast-paced environment managing a large workload, solving complex problems, and handling competing priorities while meeting quality standards.

  • Other combinations of education and experience may be considered on a case-by-case basis.

  • Preferred experience working with tribal government entities and/or other organizations of native peoples.

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Client Service Coordinator (01106, 02742, 30100, 30078, 30092)

State Of Montana