Customer Support Specialist - Assistance Payments

County of Weld•Fort Lupton, CO

10d•$22 - $29•Onsite

About The Position

Represents Department of Human Services by greeting visitors in a courteous, efficient and customer focused manner. Answers general questions, offers assistance, and referrals, and explains basic procedures regarding program guidelines. Provides support to Eligibility Technicians in Public Assistance programs units. Assists program applicants by providing qualification information, collecting qualification documents, and entering information into program data bases. Primary location will be either at the Fort Lupton office. Reliable, predictable attendance within department business hours of 8 a.m. to 5 p.m. Monday through Friday. We believe we can listen better, learn more and act faster when we are able to build strong internal and external relationships in the same physical space. With this in mind, this position is exclusively an in-person position. Mission Statement: Engaging and partnering with the community to improve safety, health and well-being of individuals and families through the delivery of responsive and collaborative services. Vision Statement: The people of Weld County are connected to the resources needed to thrive in the community and feel safe and empowered. Weld County Department of Human Services’ greatest asset is our staff. The Ideal Candidate for the Department of Human Services, will be someone who possesses the following traits: 1. Strong self-starter that is deadline driven. 2. Able to structure the workload to ensure all tasks are given the correct priority. 3. Interact and communicate at various organizational levels. 4. Ability to interpret and translate between English and Spanish using professional language Strongly preferred but not required.

Requirements

High School Diploma/GED
2 years Full time business or clerical experience in an office environment which includes extensive customer service and telephone use.
Candidate must possess the ability to enter data into several different computer programs.
Candidate must possess the ability to learn and apply new computer skills on a regular basis.
Candidate must have knowledge of computer programs such as Microsoft Windows and Word, Excel, and Outlook.
Candidate must possess the ability to read and comprehend instructions, correspondence and department policies and procedures.
Candidate must possess the ability to write correspondence.
Candidate must possess the ability to effectively communicate in one-on-one and small group situations to customers, clients, and other employees of the organization.
Candidate must possess the ability to apply math concepts and calculations in the work environment.
Candidate must possess the ability to apply critical thinking to problem solve in a work environment.
Candidate must possess the ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress situations.
Candidate must possess the ability to work in and engage in a positive, continuously improving, and professional work environment.
Candidate must possess the ability to interface with others on a routine basis, including but not limited to the public, community partners, clients, internal DHS and Weld County staff, state officials, and judicial personnel.
Candidate must follow Human Services policies and procedures, the Weld County Code of Conduct and adhere to strict confidentiality guidelines and appropriate release of information outlined in both.
Candidate must provide own transportation and be willing to travel as needed to meet the essential functions of the position.
Candidate must have a valid Driver's License and Liability insurance.
Candidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring throughout employment.
Candidate must pass criminal background check prior to employment start date.
Candidate must pass Department of Human Services background checks prior to employment start date.

Nice To Haves

Associate's Degree
Ability to keyboard at 35 words per minute.
Ability to read and write Spanish in a proficient manner.
Ability to interpret and translate between English and Spanish using professional language.

Responsibilities

Schedules and reschedules telephone and face-to-face client interviews by phone and in-person.
Schedules and modifies appointments using computerized calendar.
Reviews scanned documents that are uploaded into OnBase, checks Colorado Benefits Management System (CBMS) to see if documents are related to change requests or completion, navigates Compass for appointments or additional documents related to client cases, then schedules appointments in Compass accurately to be worked by Eligibility Technicians.
Sends documents to appropriate Eligibility Technician, and/or sets appointments as needed.
Notifies supervisor and peers when items scanned into the workflow system fail to scan correctly.
Verifies copies of all identification documents to certify authenticity and reports any document authenticity concerns to supervisor.
Manages multiple program data bases that will include a high volume of data entry.
Utilizes existing and new computer skills and equipment including upfront imaging equipment on a regular basis.
Performs additional clerical duties that include sorting of mail, mail distribution, copying and assembly of informational packets.
Prepares and sends business correspondence related to program reminders and requests.
Enters voter registration data into computerized form and sends to County Clerk and Recorder.
Greets and directs walk-in clients and visitors, identifies the purpose of the visit, and provides assistance as needed.
Checks in clients for appointments and monitors to ensure they are seen promptly by staff.
Provides calm, respectful responses to individuals in stress filled situations.
Uses knowledge of public assistance program rules and regulations to provide information to and/or collect the required documentation needed to assist in determining eligibility for public assistance programs.
Verifies and updates customer demographic information when needed.
Accepts documentation from clients, issues receipts, date-stamps and distributes to appropriate location.
Monitors postings and signage in the lobby area.
Provides exceptional customer service to both internal and external customers at all times.
Directs and refers clients appropriately to other Buildings and Divisions within Human Services.
Assists in training staff or service providers on basic application and eligibility processes as directed.
Maintains knowledge of inter-departmental business processes and procedures.
Responds to emails and Microsoft Outlook requests in an accurate and timely manner.
Collaborates with supervisor and peers in order to successfully carry out the overall agency vision and mission.
Participates in a positive and value-added manner with both internal and external customers.
Contribute daily to the team’s productivity goals.
Stays informed by participating as appropriate in all team meetings, attends or views recordings for the division or department updates and reads county wide messaging.
Understands how one’s day to day work significantly impacts the team’s success.
Follow policies and procedures, the Weld County Code of Conduct and adhere to strict confidentiality guidelines and appropriate release of information outlined in both.