Branch Operation Specialist (Public Benefits Specialist, Entry) Bilingual Required - Salem

About the role

The Oregon Department of Human Services is seeking a Branch Operation Specialist (Public Benefits Specialist, Entry) to join the Oregon Eligibility Partnership. This position requires bilingual skills in English and Spanish.

Responsibilities

• Create a welcoming environment for the public with friendly, respectful, professional, and courteous service.
• Answer phones with appropriate phone system when covering phones, including answering client’s questions regarding programs and case specific information.
• Input of incoming tasks into database and create working batches.
• Process administrative tasks in One System related to eligibility.
• Explain procedures, including such things as applying for benefits, providing documentation, and requesting grievance or hearings.
• Screen eligibility potential for all ODHS programs and provide applicants with procedural information to apply for said programs.

Requirements

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service.
• An associate degree in a Behavioral Science, Social Science or a closely related field AND six months of experience working in a busy reception area or call center either interviewing to obtain information or providing customer service.
• An equivalent combination of education, training, and experience relative to the class concept.

Essential Attributes

• Experience providing front-line customer service in a high-volume reception or front desk environment.
• Experience interviewing, obtaining, and evaluating information for customers to access services.
• Experience adapting communication styles to effectively convey complex rules, regulations and procedures.
• Experience maintaining organization, while swiftly adapting to shifting priorities and new responsibilities.
• Experience providing compassionate, patient support to customers experiencing financial or emotional stress while maintaining professionalism.
• Experience with intermediate-level digital tools and platforms, including Microsoft Word, Microsoft Excel, email systems, and web-based applications; able to efficiently navigate, research, reconcile, and validate data across multiple online sources.

Benefits

• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Awesome benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.