Help Desk Coordinator

Federal Government Benefit Program Administrator

Administration of a new human-centered federal government benefit program

Processing applications according to USDA guidelines

Providing customer service through phone or email interactions

Maintaining case management databases to ensure accurate issuance of benefits

Understanding eligibility guidelines and application approval processes

Efficiently reviewing and processing applications

Investigating flagged applications and following up with households or schools as needed

Maintaining and updating case files in compliance with record retention policy

Resolving escalated customer concerns and system problems in coordination with leadership

Providing courteous, timely, and accurate frontline customer service

Tracking customer interactions and generating reports for management

Escalating complex or high-profile customer inquiries to supervisor for review

Researching information to provide answers to customer inquiries

Answering inquiries over the phone or in person concerning regulations or procedures

Receiving and preparing replies to routine correspondence

Operating office machines related to specific work area

Making eligibility determinations for benefits and waiver programs in compliance with state and federal rules

Examining data matches to find inconsistent and/or duplicated data

Staying updated on changes in rules, regulations, and guidelines regarding the Summer EBT program

Making recommendations to assistant director about procedures and methods to improve efficiency and effectiveness