Customer Resolution Specialist

4 weeks ago

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

We are seeking a highly skilled and detail-oriented 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 (SNAP), and Home Energy Assistance Program (HEAP) benefits and services.

Key Responsibilities
  • Access and resolve citywide complaints/inquiries, including conducting missed transactions and resolving issues, requests for action, and/or complaints brought to your attention.
  • Perform necessary case review, take any necessary action in HRA OneViewer, Fair Hearing Information System (FHIS) Classic POS (CA), WMS, PAM, or other system, formulate a response, and submit it for supervisory approval.
  • Expedite completion of open actions and matters to establish eligibility for various Cash, Emergency Assistance benefits, SNAP, and/or HEAP benefits, including conducting the necessary eligibility interview, review, or referral to complete the client application and/or request.
  • 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.
  • 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.
  • Direct and refer Cash Assistance participants to appropriate employment/work-related services to enable participants to achieve self-sufficiency, connect participants to childcare, substance abuse, medical, and other services, evaluate participant eligibility for other federal or State benefit programs, and assist in application for such benefits.
  • Review data entries for correctness and accuracy, ensure that if transactions contain errors, they are corrected and/or forwarded to supervisor with all backup documentation, generate daily activity reports, and forward them to supervisor.
  • Handle various special projects assigned, which may include audits, assisting with application/recertification backlogs, or other projects to assist the SNAP and CA programs.
Requirements

To be successful in this role, you will need:

  • 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 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 a baccalaureate degree from an accredited college, plus eighteen months of full-time satisfactory experience as described above.
  • 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 above.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and detail-oriented individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity.

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