Client Services Associate I

Company Name:
CAP Tulsa
Job Summary:
The Client
Associate (CSA) is the first point of contact for all CAP clients to programs and services offered by the agency. This position must provide prompt and accurate program information, application and eligibility assistance, client problems and inquires resolution and program support to both CAP Early Childhood Programs and Financial Services while maintaining quality customer service and abiding to all applicable federal and state regulations. Primarily responsible for CAP client intake and eligibility screening for programs and services. Must maintain knowledge and understanding of federal, state and CAP programs including, but not limited to, First Time Homebuyer Assistance, Early Childhood
Programs including Head Start and the
Early Childhood Program, Oklahoma's Promise Scholarship Program, Insure Oklahoma, SNAP, SoonerCare and VITA Tax Preparation. The CSA works under the direct supervision of the Manager, Client Services and receives direction and day-to-day guidance from the Coordinator, Client Services. No supervisory responsibilities.
Responsibilities/Essential Functions:
Answers all incoming client calls for all CAP programs and services, processes client inquiries and requests for information, and notates program specific calls in the clients program record.
Screens clients using EarnBenefits for eligibility for all available benefit programs and assists with application completion and submission to eligible programs whether at CAP or provided by another agency.
Reviews and accepts client applications for Early Childhood, Financial Services and Client Services programs ensuring that all required eligibility documentation is included with applications.
Enters and maintains client data in program specific databases. Reviews, retrieves and tracks client data as required. Compiles data reports and audits clients' electronic and paper records.
Contacts clients to notify them of enrollment or acceptance into agency programs, registration for agency seminars and
, to request required documentation, and to enroll clients into orientation classes.
Contributes to
outreach efforts by staffing
and presentations. Assists with other outreach and marketing tasks as needed.
Generates monthly and quarterly reports regarding client intake and program specific efforts.
Provides backup support for CAP Reception when the receptionist is unavailable including lunch, breaks, vacation and Friday office hours. Requires familiarity not only with CAP programs and services but with all internal support teams and staff.
Serves as primary contact for sites and clients regarding ECP applications and waitlist status.
Performs other related duties as needed.
Required Education/Experience
High School Diploma or GED required.
2 years of experience in clerical, administrative assistant, and/or customer service.
Must maintain strict and absolute confidentiality of clients, agency programs, employees, and other department data and sensitive information.
Bilingual Spanish/English (verbal and written) preferred. If not proficient in conversational Spanish, must complete a Spanish 1 course within six months of employment.
Must be a skilled provider of quality customer service.
Must be able to deal with all customers in a friendly and pleasant manner. Must be able to assist difficult, frustrated clients to help resolve their issues as required.
Must have proven successful interpersonal relationship skills to maintain effective and satisfactory working relationships with intra-department and inter-department staff, vendors, clients, visitors, and contractors.
Ability to follow oral and written instructions with ability to read, interpret, and present information efficiently and effectively.
Excellent verbal communication skills required. Demonstrated written communication skills at ninth grade reading level required.
Ability to accurately audit records and ensure compliance with written or oral guidelines.
Ability to take initiative, multi-task and work well under pressure.
Must have proven communication and telephone skills.
Basic Microsoft Office (Word and Excel) skills along with basic to intermediate database skills.
Advanced organizational skills and excellent attention to detail.

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