This position will be instrumental in the administration of a new humancentered federal government benefit program.
The top responsibilities will include application processing customer service interaction and case management. The ideal candidate will be able to quickly learn how to process applications while following USDA guidelines effectively and compassionately communicate (through the phone or via email) to schools and households and maintain household cases in a database to ensure benefits are accurately issued. Understand eligibility guidelines and the application approval process
Efficiently review and process applications
Investigate flagged applications and follow up with households or schools as necessary
Maintain a variety of files update case files as new material is collected ensure that information is organized and that all necessary case documentation is retained in compliance with the record retention policy
Work with leadership to resolve escalated customer concerns and system problems
Provide courteous timely and accurate frontline customer service interactions and information.
Greet customers and provide guidance information and direction to customer inquiries in a polite and courteous manner.
Track customer interactions and inquiries and generate reports for management
Escalate complex or highprofile customer inquiries to supervisor for review and evaluation
Research information in order to provide answers to customer inquiries
Answer inquiries over the telephone or in person concerning regulations or procedures
Receive and prepare replies to routine correspondence
Operate office machines related to specific area of work
Make an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules regulations and guidelines. (this could replace the second bullet point below)
Examine data matches to find inconsistent and/or duplicated data.
Keep current on all changes in rules regulations and guidelines regarding the Summer EBT program.
Makes recommendations to assistant director about procedures and methods to improve efficiency and effectiveness.
Required/Desired Skills
Skill | Required /Desired | Amount | of Experience |
NonIT help desk experience | Required | 3 | Years |
Strong customer service experience | Required | 2 | Years |
Accuracy in data entry | Required | 0 | |
Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels | Required | 0 | |
Excellent organizational and time management skills | Required | 0 | |
Ability to deal with confrontational situations | Required | 0 | |
Excellent oral and written communication skills | Required | 0 | |
Ability to work as a member of a team | Required | 0 | |
Proficient in Microsoft Office and Google Drive | Required | 0 | |
Basic math and accounting skills | Required | 0 | |
Selfdirected | Required | 0 | |
Questions
No. | Question |
Question1 | Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement |
Question2 | Please list candidates email address. |
Question3 | Only local candidates to Indianapolis will be considered for this position. Please provide the current home address. |
Question4 | Candidate must be paid BETWEEN NA and NA if selected for engagement. The provider markup for this position is 28%. Do you accept this requirement |
Question5 | Selected candidate will be required to work onsite 3 days per week. Please confirm the resource understands this requirement. |
Question6 | This requirement is for 3 positions. Vendors will be able to submit a total of 3 candidates for consideration. |