Customer Representative Associate II -HS

Department of Health and Human Services • Calais, WA

1d • Hybrid

About The Position

This position allows for partial telework with management approval. Currently, this position is not eligible for visa sponsorship or STEM OPT extensions. As a Customer Representative Associate II-HS you will serve in a supportive capacity to the Eligibility Specialists and provide quality customer service to Maine’s citizens regarding the eligibility application process. The purpose of these positions is to answer calls from clients and provide basic information about their cases as well as information about services available to the client.

Requirements

• Competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component.
• Ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
• Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I qualifications.
• Outlook or comparable email applications.
• Excel or comparable spreadsheet applications.
• MS Word or comparable word processing applications.
• Receptionist or customer assistance by phone.
• Data entry (entering data and narratives)

Responsibilities

• Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
• Working with clients over the phone to assist with eligibility questions.
• Assisting clients with reporting, eligibility, and compliance requirements.
• Coordinating approved client services.
• Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
• Updating case records and completing documentation requirements.
• Informing supervisor of emergency trends in service needs.
• Providing clients with information about how to apply for benefits.
• Confirming receipt of documents from clients.
• Replacing various cards clients use to access benefits.
• Providing information about resources to clients.
• Other duties as assigned

Benefits

• 13 paid holidays
• 12 days of sick leave
• 3+ weeks of vacation leave annually
• Health Insurance Coverage (State pays 85%-100% of employee-only premiums)
• Health Insurance Premium Credit (decreases employee-only premiums by 5%)
• Dental Insurance (State pays 100% of employee-only dental premiums)
• Retirement Plan (State contributes 14.11% of employee's pay towards MainePERS)
• Six weeks of fully paid parental leave
• Additional, unpaid leave may also be available, under the Family and Medical Leave Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees