Clerical Assistant 3

Description of Work

This position answers customer calls on a multi-line wireless telephone system and completes variety of complex clerical duties. Work is performed with considerable independence using analytical, organization, and customer service skills and applying sound judgment.

Responsibilities

• Tip Call Processing: Enter tips received via welfare fraud tipline, make data and narrative entries in accordance with office procedure and confidentiality policy
• Claim Call Response: Review data and provide information to callers about overpayments, intercepts, and related situations; discuss and explain claim computations and resolution processes
• Investigation Support: Analyze tips and research claim data to determine if the case should be forwarded to investigative staff
• Record Management: Label, organize, retrieve, and keep files current for multiple programs
• Process Assistance: Review documents, prepare correspondence, enter and track data, monitor reports, and perform related work as assigned

Work Schedule

Full-time employment. Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with 60-minute lunch. You may have the opportunity to work from home (telework) part-time up to eight days per month based on operational needs. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time.

Qualifications

Minimum Experience and Training Requirements:

• One year as a Clerical Assistant 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• One year of moderately complex clerical experience; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have one year experience in a call center environment.
• You must adhere to the values and ethics of the OSIG.
• You must have solid written and verbal communication skills.
• You must have the ability to multi-task.
• You must be able to perform essential job functions.

Preferred Qualifications

• Experience analyzing electronic data and creating or manipulating Excel data spreadsheets
• Experience working with Department of Human Services databases or systems such as Client Information System (CIS) or Automated Restitution Referral and Computation (ARRC)
• Customer service experience
• Experience handling or maintaining confidential information
• Experience proofreading documents