Customer Resolution Specialist

4 weeks ago


New York, New York, United States City of New York Full time

Job Summary

The City of New York is seeking a highly skilled and dedicated Customer Resolution Specialist to join our team. As a key member of our Family Independence Administration, you will be responsible for 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, and may pull cases from Classic POS (CA)/WMS to complete transactions.
  • Perform necessary case review, take action in HRA OneViewer, Fair Hearing Information System (FHIS) Classic POS (CA), WMS, PAM, or other systems, and formulate a response for supervisory approval.
  • Expedite completion of open actions and matters to establish eligibility for various benefits, including conducting eligibility interviews, reviewing or referring to complete client applications and requests, and handling employment/work-related assignments and necessary childcare and other supportive services.
  • Work with the Fair Hearing Unit or supporting employment services or another support service center to conduct conferences and interviews for dispute resolution, ensuring Agency compliance with State Decision After Fair Hearing (DAFH) decisions and orders.
  • After resolution approval, contact clients and inform them of the outcome, then enter relevant information in IQ and close out the issue.

Requirements

  • 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, providing client services or employment planning/counseling services.
  • A baccalaureate degree from an accredited college, plus eighteen months of full-time satisfactory experience working as a Benefits Opportunity Specialist, or eighteen months of full-time satisfactory experience as described above.

About the City of New York

The 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 protected characteristic.



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