RECORDS SPECIALIST - 64035266

Your Specific Responsibilities

• Review and process Applications for Service (AFS) for death/death certificates from funeral homes, the public, fax, US mail, and via the online ordering system Vital-Chek which verifies identification documents to ensure that the person ordering the vital records is legally authorized to obtain them.
• Call customers over the counter to provide service and process their requests using the Q-Flow system, a platform that manages the customers’ queue while supporting back-office processes.
• Collect payments in the forms of cash, checks, money orders, cashier’s checks, and credit card transactions.
• Maintain confidential information, review documents to ensure accuracy, retain supporting documentation submitted such as AFS applications, court orders, home births, voids, and dispose of them as outlined in the chief deputy registrar operations manual and the vital records internal procedures.
• Provide general information and refer to the State Office inquiries for adoption/putative father, amendments/corrections, Apostille Information, Delayed Birth, Legal Name Change, and paternity.
• Communicate by phone, electronically, and in-person with customers clearly in writing, verbally, and handle customer complaints by providing appropriate solutions and alternatives within their limits and follow up to ensure a solution.
• Process Vital-Chek reports such as Shipping Labels, UPS manifest, batch receipts, generate labels, closeout/end of the day, search, inquiry, and update notes.
• File supporting documents for mails/fax orders in file cabinets as established in vital records internal procedure. Open mail, revise applications, revise payments, create/fill out mail slips, distribute within clerks for processing, and hand returns to the assigned clerk.
• Support the funeral home customers by processing orders for noncontagious, contagious disease, and contagious disease body removal letters.

Required Knowledge, Skills, and Abilities

• Ability to work independently and prioritize work assignments.
• Ability to handle monetary transactions (receiving cash and making change).
• Basic knowledge of data entry.
• Ability to operate equipment, adding machines, computer, printer and scanner.
• Ability to read, interpret, collect and analyze data relating to records for operational procedures.
• Ability to sort and file.
• Knowledge of principles and process for providing excellent customer services.
• Ability to handle complaints, providing solutions and alternatives with the time limits.
• Excellent basic math skills and quick calculation.
• Excellent communication skills.

Qualifications

• Minimum- Experience in cash handling, customer service experience.
• Preferred Qualifications - Incumbent in this position is preferred to be bilingual in English/Spanish.