Client Information Specialist

Franklin County Department of Human Resources; West Virginia; On-site; USD 34,000 - 42,000; Full time

Job summary

Franklin County Department of Human Resources seeks a Client Information Specialist to deliver exceptional customer service to internal and external clients. You will handle incoming calls, verify information, and route inquiries to the appropriate staff while maintaining accurate notes in the system.

Position requires a high school diploma or equivalent with clerical experience and a valid background check.

Qualifications

• High school diploma or equivalent with one (1) year of clerical or office administration experience.
• Or any equivalent combination of training and experience.
• Must meet background check requirements.

Responsibilities

• Provide customer service to external and internal customers.
• Answer and assess incoming telephone calls.
• Provide assistance and information about issues and case statuses.
• Verify client information to ensure the caller is authorized to receive case information.
• Transfer calls to appropriate employee.
• Enter accurate notes into the computer system to inform Support Officers and others.
• Take changes of mailing addresses and employment information.
• Update cases accordingly or advise Support Officer if caller is providing address information for other party on the case.
• Mail materials to clients.
• Update confidential information within established guidelines.
• Greet and determine client needs.
• Ensure clients are signed in.
• Contact appropriate department.
• Take photocopies of client identification.
• Ensure clients are seen with appointed timeframe.
• Provide assistance to clients with inquiries regarding procedures and processes.
• Take client complaints.
• Resolve problems or complaints.
• Forward clients to appropriate individual when needed.
• Fax forms when needed.
• Perform routine research to determine proper solutions.
• Stock pamphlets, documents, sign-in sheets, applications and business cards.
• Distribute various forms to clients and employees.
• Process requests for documents and materials per established procedures.
• Notarize documents.
• Notify appropriate staff members for subpoenas.
• Notify security of possible threats.
• Complete /provide work and school excuses for clients.
• Contact translator for clients.

Skills

Customer service

Telephone handling

Data entry

Communication

Education

High school diploma

Job description

The primary purpose of the Client Information Specialist classification is to provide customer service to internal external customers and offset the flow of contact to other agency employees.

• Provide customer service to the external and internal customers.
• Answer and assess incoming telephone calls.
• Provide assistance and information about issues and case statuses.
• Verify client information to ensure the caller is authorized to receive case information.
• Transfer calls to appropriate employee.
• Enter accurate notes into the computer system to inform Support Officers and others.
• Take changes of mailing addresses and employment information.
• Update cases accordingly or advises Support Officer if caller is providing address information for other party on the case.
• Mail materials to clients.
• Update confidential information within established guidelines.
• Greet and determine client needs.
• Ensure clients are signed in.
• Contact appropriate department.
• Take photocopies of client identification.
• Ensure clients are seen with appointed timeframe.
• Provide assistance to clients with inquiries regarding procedures and processes.
• Take client complaints.
• Resolve problems or complaints.
• Forward clients to appropriate individual when needed.
• Fax forms when needed.
• Perform routine research to determine proper solutions.
• Stock pamphlets, documents, sign-in sheets, applications and business cards.
• Distribute various forms to clients and employees.
• Process requests for documents and materials per established procedures.
• Notarize documents.
• Notify appropriate staff members for subpoenas.
• Notify security of possible threats.
• Complete /provide work and school excuses for clients.
• Contact translator for clients.

These duties are illustrative only and you may perform some or all of these duties or other job-related duties as assigned.

High school diploma or equivalent with one (1) year of clerical or office administration experience; or any equivalent combination of training and experience.

Must meet background check requirements.

Supervisory Responsibilities

None required.