Vital Records Senior Program Support Generalist

DHRM•Richmond, VA

1d•Onsite

About The Position

The Vital Records Senior Program Support Generalists work directly with Vital Records Constituents in an effort to determine entitlement for issuance of vital records certificates and verifying evidence to authorize requests for complex changes to vital records. This position requires expert level application of state codes, regulations, and policies in a high-volume customer service environment. This position performs in-person customer service, and will cover the Vital Records information desk, perform daily reconciliation of constituent payments received, performing research, and other various administrative tasks to include participating in system testing for defect resolution and proposed enhancements. Bilingual fluency in English and Spanish is a plus.

Requirements

Experience serving as an expert resource, providing accurate information and resolving inquiries.
Experience effectively communicating with internal and external customers over the phone, in writing, and in person.
Experience interpreting, applying and following state law and regulations.
Demonstrated experience completing highly detailed work which requires complete accuracy.
Experience performing research to solve problems, using analytical and critical thinking skills.
Experience working independently with minimal supervision and meeting deadlines.

Nice To Haves

Direct experience with vital records program operations, services, policies, and procedures.
Knowledge of handling customer payments and reconciling accounts.
Experience processing complex customer inquiries.
Knowledge of the processes related to recording, filing, correcting and amending critical documents or records with the highest levels of accuracy.
Bilingual and able to read, write and speak Spanish proficiently is preferred.