Client Portal Specialist

Summary

Serves as Agency primary point of contact for document control, including newly received applications and matching documents. Servers as liaison with volunteer agencies. Provide filing expertise and ensure that document controls procedures are being adhered to.

Essential Functions

• Perform duties with the highest degree of professionalism.

• Maintains client confidentiality and a positive work environment.

• Fosters and maintains a positive, responsive working relationship with clients and volunteer agencies (COA) while preserving Program Guideline requirements.

• Interacts with community service volunteer agencies (COAs and Veterans Agents) if applicant has requested the assistance of the volunteer service agency in their community by providing client status, information needed, and forward client file to proper destination.

• Customer service - addresses concerns and complaints by clients, volunteer and agencies; resolve issues in a timely manner that is consistent with program guidelines.

• Ensure that incoming Client Portal documents are reviewed for document quality, and are distributed to proper destination. Follow up with and screen self-selected emergency portal clients and facilitate Fast

., rack emergency review process when appropriate.

• Opens all in-coming Client Portal documents and distributes to proper destination.

• Assist remote team members with printing and mailing out applications and corresponding documents, including remote intake applications and client and vendor notifications.

• Scans applications into the Fuel Assistance database.

• Maintains accurate files for all Fuel Assistance applications.

• Pulls files as needed and distributes them to proper destination.

• Supports the Fast Track emergency review process.

• Provides information to Energy Conservation Department as deemed necessary and appropriate.

• Files all application folders in their correct location.

• Assists in handling in-coming and out-going mail, as needed serves as liaison for volunteer agencies.

• Provide back-up and lunchtime coverage to Reception.

• Other duties as deemed necessary and appropriate.

Competencies

1. Flexibility- able to easily adapt to new program guidelines and requirements, able to adjust to changing client and COA issues as they arise.

2. Communication proficiency- able to explain complex program requirements in a manner that is

understood by the clients, COAs and vendors.

3. Client Focus -Maintain client and vendor confidentiality. Maintain agency and program ethical code of conduct requirements and personnel polies.

4. Technical Capacity- must be proficient in use of LIHEAP database, utilize email, telephone system and

ADP system.

5. Collaboration Skills - able to work professionally with clients, COAs, LIHEAP team members and supervisor.

Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, folding machine, and fax machines.

Physical Demands

This would require the ability to open filing cabinets, bend or stand as necessary. Must be able to lift 2 lbs.

Position Type and Expected Hours of Work

This is a full-time/seasonal position. Days of work are Monday through Friday 8:30am to 4:30pm, 26-52 weeks per year.

Travel

Limited travel to attend off-site trainings as needed are the expected travel needs for this position

Required Education and Experience

• Must possess ability to interact well with a cross section of the population, and to effectively communicate the guidelines as well as the documentation requirements for Fuel Assistance.

• Must be able to effectively and respectfully communicate with all callers.

• Must be computer literate and be able to work productivity in a fast-paced environment.

• Must be detail oriented.

• Must be organized and able to work with minimal supervision.

Preferred Education and Experience

• Customer Service experience and skills

• Bi-lingual

• Proficient in Excel

SHI is an equal opportunity employer and will not discriminate on the basis of race, creed, color, sex, national origin, age, disability, religion, ancestry, marital status or sexual preference, political or union affiliation.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: In person

Salary : $20 - $22