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Customer Resolution Representative
3 months ago
**CUSTOMER RESOLUTION REPRESENTATIVE**:
- Apply**CUSTOMER RESOLUTION REPRESENTATIVE**:
- Agency: HRA/DEPT OF SOCIAL SERVICES
- Posted on: 05/21/2024- Job type: Full-time
Location
MANHATTAN
- Title Classification: Exam may be required
Department
FIA Operations-NM
- Salary range: $56,677.00 - $65,179.00- APPLICANTS MUST BE PERMANENT IN THE BENEFITS OPPORTUNITY SPECIALIST (BOS) CIVIL SERVICE TITLE FOR AT LEAST ONE YEAR. THIS IS A PROVISIONAL APPOINTMENT, WHEN A TEST BECOMES AVAILABLE IN THE ASSOCIATE BENEFITS OPPORTUNITY SPECIALIST (ABOS) TITLE, YOU MUST TAKE AND PASS THE EXAM TO REMAIN IN THE ABOS TITLE.
- Family Independence Administration (FIA) provides temporary help to individuals and families with social service and economic needs to assist them in reaching self-sufficiency via essential and diverse programs/services, such as: temporary cash assistance, SNAP, childcare, eviction prevention services, adult protective services, job training, employment plans/support, domestic violence assistance, child support enforcement, etc.
- The Inquiry unit within FIA is responsible for investigating the issue, determining the appropriate response, conduct any necessary case actions (including the issuance of benefits, addition of a new case member, etc.) in POS/WMS, delivering the response to the client, and closing out the inquiry within the prescribed seven-day timeframe.- The Family Independence Administration (FIA) is recruiting for two (2) Associate Benefits Opportunity Specialist I, to function as Customer Resolution Representative, who will:
- Access all citywide complaints/inquiries and may pull cases from Classic POS(CA)/WMS directly to complete transactions, including conducting missed transactions, and resolving issues, requests for action, and/or complaints brought to its attention.
- Perform necessary case review, takes any necessary action in HRA OneViewer, Fair Hearing Information System (FHIS) Classic POS (CA), WMS, PAM or other system (unless a determination is pending at another Center or program area), formulate a response, and submits that response for supervisory approval.
- Working with the Fair Hearing Unit or supporting employment services or another support service center, conduct conferences and interviews for dispute resolution; ensure Agency complies with State Decision After Fair Hearing (DAFH) decisions and orders.
- After the resolution has been approved, contact the client and informs them of the resolution. After contacting the client, the worker will enter the relevant information in IQ and close out the issue.
- Complete client requests for Supplemental Cash and Emergency Assistance, including One-Shot-Deals for Rent Arrears and Utility Arrears, except those pending decision at Rental Assistance Unit (RAU), Bureau of Eligibility Review (BEV) or other HRA office, for which the IRU CRR will work and coordinate with that program area to expedite a determination, and forward determination for Supervisory approval.
- Review data entries for correctness and accuracy; ensure that if transactions do contain errors that they are corrected and/or forwarded to supervisor with all backup documentation; generate daily activity reports and forward to supervisor.
Work Locations:
- 4 World Trade Center, NY 10007
- Hours/Schedule:
- Monday -Friday, Flex SchedulesMinimum Qualifications1. A four-year high school diploma or its educational equivalent, and three years of
full-time satisfactory experience working directly in social/human services or a
related setting, providing either:
a) client services.
b) employment planning/counseling services which involves job development,
skills assessment, and employment placement or other economic
opportunity programming.
2. A baccalaureate degree from an accredited college; plus eighteen months of full time satisfactory experience working as a Benefits Opportunity Specialist; or
3. A baccalaureate degree from an accredited college; plus eighteen months of full time satisfactory experience as described in one (1) above.
4. College credit from an accredited college may be substituted for this experience
on the basis of 60 semester credits for 9 months of the work experience described
satisfactory experience working as a Benefits Opportunity Specialist or performing
social/human services work as described in one (1) above.
55a ProgramThis position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.- Public Service Loan Forgiveness-
- Residency RequirementNew York City Residency is not required for this position- Additional InformationThe City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or pro
