Position Summary: Serves as central point of contact for client concerns or grievances. Provides information, makes referrals internally and externally to resolve matters using established thresholds. Conducts tracking and follow up to improve response time and resolution. Provides trend and tracking data for analysis and makes recommendations for system improvement. Works collaboratively with internal and external stakeholders and demonstrates cultural competence working with diverse consumers.

Technical/Functional Expectations:

1. Customer Complaints - Essential Function: Serves as central point of contact to receive client complaints or concerns.
2. Will distribute concern to appropriate individuals for investigation, evaluation, and resolution. Will follow up with clients; will track all contacts, actions and resolution.
3. Knowledge of system navigation - Essential Function: System navigation knowledge is required in order to articulate and assist clients with their issues and to explain how their concerns can best be addressed.
4. Documentation - Essential Function: Complete all necessary paperwork and documentation (i.e. customer comments, complaints, spreadsheets, graphics and executive summaries in order to effectively track and to present information for more effective trend analysis and training as applicable. Process daily background check/fingerprinting results.
5. Troubleshooting Customer Problems: Clarify the customer's complaint; determine the cause of the problem; select and explain the best approach to solve the problem and expedite correction or adjustment; follow up to ensure resolution.
6. Effective communication skills - Essential Function: This is necessary in order to appropriately and effectively interface with clients and other stakeholders in a productive, solution-focused manner in order to achieve the best possible outcome.
7. Spreadsheets - Essential Function: Create spreadsheets, graphics, bar charts or other visuals with appropriate data in order to provide others with organized statistical reports or graphs.
8. Maintain Files: Store and retrieve files in accordance with established procedures in order to ensure the timely access of information and records.
9. Other duties as required: Job performance requires fulfilling other incidental or related duties as assigned, assisting and training others, and performing duties of higher rated positions from time to time for developmental purposes.

Behavioral Competencies:

1. Trust and Respect: Able to demonstrate respect and treat others in an honest and straightforward manner; keep dealings with others confidential; keep word and follow through on commitments.
2. Customer Service: Able to anticipate and respond to customer's needs, concerns, or questions in order to meet or exceed their expectations; help evaluate needs and options; show care and concern to demonstrate customer importance and value.
3. Self-Control: Able to maintain a composed problem-solving approach when faced with unrealistic expectations, pressing time demands, frustration, or interpersonal conflict.
4. Integrity: Able to demonstrate consistency of words and actions; protect confidential information; do what is right even when no one is watching; demonstrate sound business ethics; consistently comply with organizational values.
5. Attention to Detail: Able to be thorough and complete when working with assembling, processing, or providing detailed information; track details even when under pressure.
6. Develop Relationships: Able to relate with others while building credibility and rapport; give personal support and reassurance; put others at ease; build cooperative relationships.
7. Sensitivity: Work effectively with and show sensitivity to cultural differences and various socio-economic backgrounds of others.
8. Ethics: Adhere to and model principles and values of Agency and System of Care by being strength-based, solution-focused, maintains highest level of integrity and ethical standards and work collaboratively with employees, partners, stakeholders and clients in all interactions.

Business Experience: