Customer Service Case Navigator, Bureau of Vital Statistics

Requirements

• Provide high-quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability
• Work with PSO director and leadership to identify areas for streamlining processes to improve customer experience
• Examine, process, and issue vital records that requested in person, online, or by mail
• Function as case navigator and provide clear, detailed next step instructions and assistance to customers
• Approve completed customer applications as a designated Deputy City Registrar
• Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed
• Access secure area where security paper is stored and reconcile security paper usage
• Test IT system fixes and updates/enhancements and report outcome to IT and BVS leadership
• Create tickets and report any IT issues that impact productivity and day-to-day operations
• Use staff trainings, professional judgement, 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
• Support maintaining or rapidly standing up response activities across all types of possible incidents

Benefits

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