Customer Representative Associate II-HS

Location: Caribou,Maine,United States

Department of Health and Human Services (DHHS)

Opening Date: August 5, 2024

Closing Date: August 16, 2024

Job Class Code: 6594
Grade:  13 (Admin Services) 
Salary:  $16.80-$23.25/hourly*
Position Number: 02000-1872
Location: Caribou
 
Job duties:
As a Customer Representative Associate II-HS in Office of Family Independence you will serve in a supportive capacity to the Eligibility Specialists and provide quality customer service to Maine’s citizens regarding the eligibility application process.  The purpose of these positions is to answer calls from clients and provide basic information about their cases as well as information about services available to the client.  The duties of these positions include:
•    Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
•    Assisting Eligibility Specialists with walk in clients.
•    Answering client questions and providing eligibility information.
•    Assisting clients with reporting, eligibility, and compliance requirements.
•    Coordinating payments from/to clients.
•    Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
•    Updating case records and complete documentation requirements.
•    Informing supervisor of emergency trends in service needs.
•    Providing clients with information about how to apply for benefits.
•    Confirm receipt of documents from clients.
•    Replace various cards clients use to access benefits.
•    Providing information about resources to clients.
 
Minimum Qualifications:
 To qualify for this position, you must have training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting
the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
**Please submit a cover letter rating your skills as “Expert,” “Skilled,” or “Novice” for the following:
•    Outlook or comparable email applications,
•    Excel or comparable spreadsheet applications,
•    MS Word or comparable word processing applications,
•    Telephone skills,
•    Customer service skills.

Thinking about applying?

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Agency information: 

The Department of Health and Human Services (DHHS) is dedicated to promoting health, safety, resilience, and opportunity for Maine people. The Department provides health and social services to approximately a third of the State's population, including children, families, older Mainers, and individuals with disabilities, mental illness, and substance use disorders. The Department also promotes public health, operates two state psychiatric hospitals, and provides oversight to health care providers.

The Office for Family Independence (OFI) is responsible for the administration of eligibility determination for a number of programs, including MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement and Child Support. The Office for Family Independence currently has a vacancy in the Augusta office.
 
Application Information:
 Please submit all documents or files in a PDF format.
For additional information about this position please contact Marcus Hatch at Marcus.Hatch@Maine.gov  To apply, please upload a recent resume and  a cover letter rating your skills in each of the five (5) areas in the Requirements section,  To request a paper application, please contact Ashley Smith at Ashley.Smith@maine.gov contact Ashley.Smith@Maine.gov .

Benefits of working for the State of Maine:

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a