Customer Support Specialist - Assistance Payments

Job Title

Compensation Range

$22.93 - $29.35

Job Description

Represents Department of Human Services by greeting visitors in a courteous, efficient and customer focused manner. Assists with directing lobby and phone traffic by answering general questions, explaining basic program procedures and guidelines, offering assistance and referrals, and providing education on Department services or alternative community resources as needed. Supports Eligibility Technicians in Public Assistance programs units by assisting program applicants with qualification information, collecting qualification documents, and entering information into program data bases. Issues Electronic Benefits Transfer (EBT) cards and accepts valid forms of payment for various Departmental needs. Staffs the IdentoGO Fingerprinting Office in accordance with Idemia requirements. Primary location will be at the Fort Lupton office with possible coverage needs in Greeley. 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 and not eligible for consistent telework arrangements.

Administrative/EBT Support - 30%

• Provides a wide range of administrative and supportive services to the Department, including accepting client payments, which may involve handling large amounts of cash.
• Issues Electronic Benefits Transfer (EBT) cards while researching in state systems and maintaining EBT card issuance logs.
• Works closely with the EBT Coordinator to maintain card inventory and obtain additional cards when needed.
• Schedules, reschedules, and modifies telephone and in-person client interviews and appointments using computerized calendar systems.
• Scans and reviews documents that are uploaded into document management systems and 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, and schedules appointments in Compass accurately to be worked by Eligibility Technicians.
• Routes documents to the appropriate locations, schedules appointments for case processing, and notifies supervisors and peers when scanning or workflow issues occur.
• Verifies identification documents for authenticity and reports concerns to a supervisor.
• Manages multiple program databases involving high-volume data entry, utilizes existing and new computer systems and imaging equipment, and performs additional clerical duties such as mail sorting and distribution, copying, and assembly of informational packets.
• Prepares and sends business correspondence related to program reminders and requests and enters voter registration data into computerized systems for submission to the County Clerk and Recorder.

Customer Service - 30%

• 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.

Collaboration and Knowledge - 20%

• 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.

Professionalism and Teamwork - 20%

• 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.

Required Qualifications

Required Education

• High School Diploma/GED

Experience Qualifications

• 2 years Full time business or clerical experience in an office environment which includes extensive customer service and telephone use.

Preferred Education

• Associate's Degree

Skills and Abilities

• Candidate must possess the ability to keyboard at 35 words per minute.
• 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.
• Preferred ability to read and write Spanish in a proficient manner.
• Preferred ability to interpret and translate between English and Spanish using professional language.

Licenses and Certifications

• Candidate must pass criminal background check prior to employment start date. (Required)
• Candidate must pass Department of Human Services background checks prior to employment start date. (Required)
• Driving is essential in this position.
• Candidate must have a valid Driver's License and Liability Insurance (Required upon hire)
• Candidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring throughout employment. Candidate must provide own transportation and be willing to travel as needed to meet the essential functions of the position. (Required)
• This position is subject to a pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy. (Required)

This position is non-exempt from the minimum wage and overtime requirements of the Fair Labor Standards Act and is therefore eligible for overtime pay.As an applicant for this position, you should be aware of Senate Bill 19-085, the Equal Pay for Equal Work Act. The act requires employers to announce the pay range for job openings.