Job Description
Job DescriptionDescription:
Self Help Inc. is currently looking for a Client Portal Clerk to join our team.
Agency Profile
Self Help, Inc. is a nonprofit Community Action Agency (CAA) created to help families and individuals stabilize and secure their lives through education, strategic assistance, and building opportunities in their communities. We provide a range of services for families and households across Southeastern Massachusetts.
Job Summary
Serves as the Agency’s primary point of contact for document control, including newly received applications and matching documents. Serves as liaison with volunteer agencies. Provide filing expertise and ensure that document control procedures are being adhered to
Essential Duties and Responsibilities
- 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 (COA and Veteran Agents) if applicant has information needed, and forward client file to proper destination
- Addresses concerns and complaints by client's 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 the proper destination. Follow up with and screen self-selected emergency portal clients and facilitate fast rack emergency review process when appropriate
- Meets with Portal Coordinator daily for portal priorities of the day
- Opens all incoming client portal documents and distributes to proper destination
- Assists team members with printing and mailing out applications and corresponding documents
- Scans applications into the fuel assistance applications
- Pulls files as needed and distributes to the proper destination
- Supports the Fast Track emergency review process
- Provides information to the Energy Conservation Department as deemed necessary and appropriate
- Files all application folders in the correct location
- Assists in handling incoming and out-going mail as needed.
- Serves as liaison for volunteer agencies
- Provide backup and lunch time coverage to reception employees
Other Requirements
- Must pass a criminal background check and other required clearances
- Valid driver's license and reliable transportation is required
- Must be able to lift 5lbs.
- Limited travel to attend off site training as needed
Schedule
- Monday-Friday
- 8:00AM-4:00PM
Knowledge, Skills and abilities
- Able to easily adapt to new program guidelines and requirements. Able to adjust to changing client and COA issues as they arise
- Able to explain complex program requirements in a manner that is understood by clients, COA and vendors
- Maintain client and vendor confidentiality. Maintain agency and program ethical code of conduct requirements and personnel policies
- Must be proficient in the use of LlHEAP database, utilize email, the telephone system and payroll system
Education & Experience
- Must possess the 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 productively in a fast-paced environment
- Must be detail oriented
- Must be organized and able to work with minimal supervision
- Customer service experienced required
- Bilingual candidates encourage to apply
- Must be proficient in excel
Self Help Inc offers a comprehensive employee benefits package:
- Medical
- Dental
- Vision
- LTD
- FSA
- 403B
- Vacation Time
- Optional Time
- Sick Time
- Holidays
- Disability Benefits
- Life Insurance
- Direct Deposit
Self Help, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Disclaimer
This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required. Its contents imply no contractual obligation and may be changed by the agency at any time.
Requirements: