Customer Resolution Specialist
4 weeks ago
We are seeking a highly skilled and motivated Customer Resolution Representative to join our team at the City of New York. As a key member of our Family Independence Administration, you will play a critical role in addressing and resolving various inquiries and complaints related to Cash and Emergency Assistance, Supplemental Nutrition Assistance Program, and Home Energy Assistance Program benefits and services.
Key Responsibilities- Access and resolve citywide complaints and inquiries, including conducting missed transactions and resolving issues, requests for action, and/or complaints.
- Perform case reviews, take necessary actions, and formulate responses for supervisory approval.
- Expedite completion of open actions and matters to establish eligibility for various benefits, including conducting eligibility interviews and handling employment/work-related assignments.
- Conduct conferences and interviews for dispute resolution and ensure Agency compliance with State Decision After Fair Hearing decisions and orders.
- Communicate resolutions to clients and enter relevant information in IQ to close out issues.
- Process client requests for Supplemental Cash and Emergency Assistance, including One-Shot Deals for Rent Arrears and Utility Arrears.
- Direct and refer Cash Assistance participants to employment/work-related services and connect them to childcare, substance abuse, medical, and other services.
- Review data entries for correctness and accuracy and generate daily activity reports.
To be successful in this role, you will need:
- A four-year high school diploma or its equivalent, and three years of full-time satisfactory experience working directly in social/human services or a related setting.
- A baccalaureate degree from an accredited college, plus eighteen months of full-time satisfactory experience working as a Benefits Opportunity Specialist.
- College credit from an accredited college may be substituted for experience on the basis of 60 semester credits for 9 months of the work experience described above.
As a Customer Resolution Representative with the City of New York, you will have the opportunity to work in a dynamic and supportive environment, with access to training and development opportunities to enhance your skills and career advancement.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about making a difference in the lives of our citizens, we encourage you to apply for this exciting opportunity.
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