CLIENT ADVOCATE
Core
Advocate on behalf of clients to resolve phone or written inquiries and stop adverse actions taken on their cases.
Role type
Senior IC client advocate (administrative)
Builds
Case resolutions and client notifications
Domain
Public sector / Social services
Deliverable
client delivery
Required skills
active listening, case management, multi-system research, written communication, stakeholder liaison
Preferred skills
handling frustrated callers, data entry
Technologies
Intranet Quorum (IQ), Welfare Management System (WMS), Paperless Office System (POS), HRA One Viewer
Responsibilities
Advocate for clients to ensure concerns are addressed and adverse actions are stopped; Provide excellent customer service with empathetic listening; Use multiple computer systems to research and resolve inquiries; Liaise with Job Centers, SNAP Centers, Medicaid offices, and other government agencies; Review and prioritize inquiries from participants, applicants, and the public; Report findings by writing organized letters, emails, and memos.
Seniority
Senior, hands-on IC
