CAU Case Navigator, Bureau of Vital Statistics

City of New York
New York, NY
Category Administration
Job Description
The CAU Case Navigator position is responsible for providing high-quality customer support and streamlining processes to improve customer experience. The role involves examining and approving amendments to vital records, providing clear instructions to customers, and approving financial reconciliation accounts. The position is part of the Bureau of Vital Statistics, which registers and certifies vital events in New York City.

Requirements

  • Provide high-quality customer support in adherence to agency customer service principles
  • Work with CAU director and leadership to identify areas for streamlining processes
  • Examine and approve all CAU amendment types
  • Function as case navigator and provide clear instructions to customers
  • Approve completed customer applications as a designated Deputy City Registrar
  • Review financial reconciliation accounts and approve or follow up with staff as needed
  • Access secure area where security paper is stored and assign paper to staff
  • Test IT system fixes and updates/enhancements
  • Create tickets and report any IT issues that impact productivity
  • Use staff trainings, professional judgment, and decision making to resolve issues with customer applications
  • Provide customer support in customer lobby as assigned
  • Critically assess customer documents, identify any issues, and follow up with customer for resolution
  • Present complicated cases to peers at monthly case review meetings

Benefits

  • Premium-free health insurance plan
  • Additional health, fitness, and financial benefits
  • Public sector defined benefit pension plan
  • Tax-deferred savings program
  • Worksite Wellness Program
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