State of Montana Client Service Coordinator (02744) in Billings, Montana

/ To be considered applicants must complete and submit applications online, as well as upload any required materials. Successful applicants are required to complete and pass applicable background checks. /

The Office of Public Assistance (OPA) determines eligibility benefits to help low income or struggling families get a hand up to become self-reliant. OPA embodies a customer/Service First philosophy,/which strives to provide respectful, prompt, and accurate services to clients.

We are looking for you to be a compassionate, energetic, conscientious, and detail oriented individual who enjoys making a difference, being part of a team, and taking pride in your career to work in our fast-paced office.

We Offer :

  • A competitive hourly wage and a comprehensive benefits package. To learn more about what we offer visit:

  • A welcoming office environment where everyone is accountable for their part and everyone strives to provide the best customer service to clients and each other.

  • Coaching and in-depth training and feedback for your ongoing success.

  • A career in which you can feel good every day knowing you’re making a difference in the lives of others.

  • No weekend work schedules and we offer advancement opportunities.

You Offe r:

  • Strong communication skills, both verbal and written, organizational skills both analytical and problem solving, and the ability to work with confidential documents.

  • A positive outlook, dependability, accuracy and pride with your work.

  • Initiative, resilience, and cooperative nature to maintain a harmonious work environment that exceeds everyone’s expectations.

  • A qualitative customer experience in the service of others.

Special Info: Due to anticipated volume of applicants, we will contact only those candidates who most closely match our requirements. OPA fills vacancies on a routine schedule to coincide with department training. Please note, multiple locations are available at this time and anticipated start dates of employment will be December 17, 2018.

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Supplemental Questions:

* * 1) Describe any experience you may have determining eligibility for public programs and any experience you may have working in a fast-paced/demanding environment.

2) Describe any customer service experience you may have in working with the public either in-person or via phone. Include any experience in a call center.

/ Please type responses in a Word document. Helpful hint: please select and keep a check mark by the relevant document box to ensure attachments are correctly uploaded with the online application. /* */ Applications received without the required materials will be considered incomplete. /

Major Duties or Responsibilities:

Customer Service/Interview/Eligibility Processing

  • Communicates with clients in-person or via the Public Assistance Helpline; conducts interview to obtain necessary information for determining and processing eligibility.

  • Applies a variety of complex state and federal laws, policies, processes pertaining to eligibility determination; explains policies and procedures to clients.

  • Documents any changes such as household circumstances, file transfers, program policies, and decision changes.

  • Monitors and re-determines eligibility and ensures accuracy and compliance.

  • Establishes a re-payment plan with the client, identifies suspected fraud, and makes a referral for investigation as applicable.

  • Receives and acts upon case findings from quality control reviews which could result in recalculating eligibility.

Physical and Environmental Demands: Office environment with prolonged computer time. Stationary work answering a helpline with or without headphones is required. Potential for contact with hostile persons or situations that call for intervention.

Required for the first day of work:

  • General knowledge of social problems, cultural and human behavior; community based and/or statewide assistance programs and eligibility requirements.

  • Knowledge of customer service, and positive public relations.

  • Exceptional customer service skills, over the phone and in-person.

  • Strong written and verbal communication skills.

  • Problem solving and mathematical skills.

  • Detail oriented, time management, and multitasking skills.

  • Ability to communicate effectively and accountable for a positive customer service interaction.

  • Ability to interview clients of diverse socioeconomic backgrounds and temperaments

  • Ability to use computer applications to input, retrieve, and analyze information.

  • Ability to learn, understand, and correctly apply policies and procedures; evaluate information and determine appropriate action.

  • Ability to maintain a positive attitude and function effectively with strict deadlines, constant changes, and adapt to high stress situations.

  • Ability to operate a personal computer and general office equipment.


  • Knowledge of public assistance programs and eligibility requirements.

Minimum Qualifications (Education and Experience):

  • Associate's degree or certificate in communications, office management, business, human services, sociology, psychology, or other field of study AND three years of job-related experience determining or processing eligibility for social service programs and/or health, financial loans, unemployment, collections, call center, etc.


  • Equivalent to graduation from high school and four years of professional customer service experience to include considerable public contact in a fast-paced environment managing a large workload, solving complex problems, and handling competing priorities while meeting quality standards.

  • Other combinations of education and experience may be considered on a case-by-case basis.

  • Preferred experience working with tribal government entities and/or other organizations of native peoples.

Job: *Community/Social Services

Title: Client Service Coordinator (02744)

Location: Billings

Requisition ID: 18142651