Client Services Representative

City of New York • Brooklyn, NY

2d • Onsite

About The Position

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. Under direction of the Front Door Reception (FDR) Supervisor, with latitude to exercise independent judgment and initiative, the Client Services Representative is responsible for routing visitors to HRA sites with multiple program areas to the appropriate service in connection with Public Assistance, SNAP, Medicaid and other HRA client-facing services. FIA Operations is recruiting for four (4) Clerical Associate III, to function as Client Services Representatives.

Requirements

• Permanent in the Clerical Associate Civil Service title.
• A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization.
• One year of satisfactory clerical experience.
• Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

Responsibilities

• Greet and assist clients with utilization of the universal kiosks to ensure clients are directed to the appropriate unit within the BAC, SNAP, Medicaid offices and other HRA client-facing services.
• Describes the various services provided by the Agency and hands out Access HRA brochures and other agency information as needed.
• Interact with visitors seeking services from multiple program units; asks visitors for the reason for their visit and assists individuals in determining the appropriate program unit for routing purposes; assigns appropriate pass/ticket to enter designated area, enlightens the customers to the location and color associated with each service area.
• Hand out appropriate Cash Assistance, Medicaid and SNAP Application Kits to individuals applying for benefits; provide general assistance with navigating through the portal within Access HRA to facilitate the application process.
• Remind applicants to add all pertinent household members in preliminary online application.
• Review appointment letters, court papers, and other documents presented; determine whether customers have an emergency or need a reasonable accommodation to provide a quick service.
• Assist applicants with scanning and uploading documents; troubleshoot usage of the copy machines and multi-function printers in Document Drop Box area – if applicants are having difficulty.
• Issue Model Office tickets in PC Banks to clients for in-person interviews; seek supervisor assistance if applicants are having trouble or has questions surrounding eligibility for benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees