Customer Representative Associate II -HS

State of Maine•Calais, ME

1d•Hybrid

About The Position

As a Customer Representative Associate II, you will serve in a supportive capacity to Eligibility Specialists, providing quality customer service to Maine’s citizens regarding the eligibility application process. The primary purpose of this role is to answer client calls, provide basic information about their cases, and inform them about available services. The Department of Health and Human Services (DHHS) is committed to promoting health, safety, resilience, and opportunity for Maine residents, offering health and social services to a significant portion of the State's population, including children, families, older Mainers, and individuals with disabilities, mental illness, and substance use disorders. DHHS also oversees public health, operates state psychiatric hospitals, and regulates healthcare providers. The Office for Family Independence (OFI), where this vacancy is located in Calais, ME, is responsible for determining eligibility for various programs such as MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement, Fraud and Recovery, and Child Support.

Requirements

Training, education, or experience in office and administrative support work that demonstrates 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.
The ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
Assumes the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.
Skills in Outlook or comparable email applications.
Skills in Excel or comparable spreadsheet applications.
Skills in MS Word or comparable word processing applications.
Skills in Receptionist or customer assistance by phone.
Skills in 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
Vacation leave accrual increases with years of service
Overtime-exempt employees receive personal leave
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 pay towards Maine Public Employees Retirement System)
Six weeks of fully paid parental leave for all employees welcoming a child (including non-birthing and adoptive parents)
Additional, unpaid leave may also be available, under the Family and Medical Leave Act
Extensive and highly competitive benefits package, covering many aspects of wellness