Hello,

Hope all is well. My name is Prabhu and I work at HCL GLOBAL.

I just called you a few minutes back, so as to connect with you regarding a job opening with our Client.

The detailed job description is mentioned below if interested kindly revert with your updated resume. For any additional details, please feel free to contact me @ 248 473 0720 x 232

Job title : IN-IDOE Help Desk Coordinator/Intermediate _ 735082

Location : Indianapolis, IN

Contract : 8 Months (with a possible Extension)

Hybrid - 3 days onsite per week - local candidates only

Indiana Department of Education

· This position will be instrumental in the administration of a new human-centered 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 high-profile 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

May our paths cross for mutual success…!

Prabhu

Senior Recruiter

P: 248-473-0720 Ext: 232

Email: Prabhu@hclglobal.com

HCL Global Systems, Inc

24543 Indoplex Circle, Suite 220, Farmington. MI 48335

Certified Minority Business Enterprise (MBE)

www.hclglobal.com

Job Types: Full-time, Contract

Pay: $20.41 - $23.00 per hour

Expected hours: 8 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• Under 1 year

Schedule:

• 8 hour shift

Ability to Relocate:

• Indianapolis, IN 46204: Relocate before starting work (Required)

Work Location: Hybrid remote in Indianapolis, IN 46204