Help Desk Coordinator

Federal Government Benefit Program AdministratorAdministration of a new human-centered federal government benefit programProcessing applications according to USDA guidelinesProviding customer service through phone or email interactionsMaintaining case management databases to ensure accurate issuance of benefitsUnderstanding eligibility guidelines and application approval processesEfficiently reviewing and processing applicationsInvestigating flagged applications and following up with households or schools as neededMaintaining and updating case files in compliance with record retention policyResolving escalated customer concerns and system problems in coordination with leadershipProviding courteous, timely, and accurate frontline customer serviceTracking customer interactions and generating reports for managementEscalating complex or high-profile customer inquiries to supervisor for reviewResearching information to provide answers to customer inquiriesAnswering inquiries over the phone or in person concerning regulations or proceduresReceiving and preparing replies to routine correspondenceOperating office machines related to specific work areaMaking eligibility determinations for benefits and waiver programs in compliance with state and federal rulesExamining data matches to find inconsistent and/or duplicated dataStaying updated on changes in rules, regulations, and guidelines regarding the Summer EBT programMaking recommendations to assistant director about procedures and methods to improve efficiency and effectiveness