Senior Client Services Specialist - INTERNAL APPLICANTS ONLY
City of Sunrise, Roanoke, VA, United States
Senior Client Services Specialist
The City of Roanoke is seeking a Senior Client Services Specialist to independently perform advanced office support activities that require knowledge of Benefit Programs, office and administrative practices, and policies and procedures. The role serves as lead worker, provides guidance and training to other support staff, assigns and schedules work in a supervisor's absence, handles difficult client complaints, performs research and screening of applicants, indexes and associates cases, schedules appointments, clears files, scans documents into the document management imaging system, monitors assignment and visitor logs, screens applications for expedited SNAP and emergency services, composes correspondence, manages files including purging per State retention schedules, extracts inventory, statistical or fiscal data from various systems and compiles informational reports. Proficiency in computer skills such as keyboarding and Microsoft Office Suite, and the ability to work in various state computer systems is required. An associate’s degree (A.A.) or equivalent from a two‑year college or technical school, or six months to one year related experience and/or training, or an equivalent combination of education and experience is preferred. Bilingual Spanish/English speakers are encouraged to apply.
Responsibilities
Serves as lead worker and provides guidance and training to other unit staff.
Assigns and schedules work in a supervisor's absence and directs the flow of work as needed based on demand.
Handles difficult customer complaints in person and by telephone.
Extracts inventory, statistical or fiscal data in a variety of formats from various systems and compiles information reports.
Performs research and screens applicant activity in various computer systems.
Provides information to customers regarding programs, policies and rules of the department; handles inquiries from others regarding services.
Scans documents using document imaging system and performs quality assurance on each image to ensure completeness and readability.
Performs indexing procedures on scanned documents to associate with correct client/case ID in VaCMS system.
Sets appointments using VaCMS scheduler system and creates appointment letters.
Monitors and updates electronic assignment logs and visitor logs.
Assigns applications to appropriate staff using the electronic assignment system.
Performs file clearance and case association on applications for public assistance programs.
Screens applications for expedited SNAP services and emergency services.
Screens and assigns transfer‑in cases from other localities; transfers ongoing cases to other localities.
Composes correspondence, memos, and/or forms.
Contacts customers and/or vendors to obtain or verify information.
Sets‑up and organizes files, purges files and other records in accordance with state retention schedules.
Qualifications
Associate’s degree (A.A.) or equivalent from a two‑year college or technical school.
Or six months to one year related experience and/or training, or an equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in a written, oral, diagram, or schedule form.
No certificates, licenses, registrations required.
Supervisory Responsibilities This job has no supervisory responsibilities.
Physical Demands The physical demands described here include the requirement to sit regularly, use hands to finger, handle or feel, reach with hands and arms, talk or hear, stand, walk, and lift or move up to 10 pounds. Specific vision abilities required include the ability to adjust focus.
Work Environment The work environment is typically moderate in noise level.
Equal Employment Opportunity Statement The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.
Benefits Overview Paid leave is time off from work available for use by an employee upon approval by supervisor. The first 24 consecutive leave hours for any illness must be charged to paid leave with additional time charged to extended illness leave. Paid leave for employees of the city shall accrue as follows: Years of Service Hours Per Month Fire 24‑hr shift Employees: 0‑4 until 12 hours per month, 5‑9 until 14 hours per month, 10‑14 until 16 hours per month, 15‑19 until 17 hours per month, 20‑24 until 18 hours per month, 25+ until 20 hours per month. Extended Illness Leave accrues at the rate of six hours per month; Fire suppression employees accrue eight hours per month. Funeral Leave: for family, up to three consecutive days. Military Leave: twenty‑one work days per Federal fiscal year. Holidays: the City provides 96 hours of annual paid holiday time. Mental Health & Well‑Being Leave: Employees receive 24 hours (Fire Suppression receives 34 hours) of Mental Health & Well‑Being Leave upon hire; certification of mental health diagnosis is not required and leave will not be paid out upon separation. Shared Leave Bank (effective 1/1/2023): voluntary membership for full‑time employees who will be out for an extended period and have exhausted other forms of leave – members must provide 8 hours of their extended illness per fiscal year and at least 8 hours per assessment. Assessments limited to four times per fiscal year (max 40 hours per year). Health Insurance: four coverage types available – employee only, employee + 1 child, employee + spouse and family – available through payroll deduction. The city offers the following three Aetna Health Plan Options – PPO 750, PPO/HRA 1500, and PPO/HDHP‑HSA. Optum RX (Pharmaceutical Benefits Manager) manages pharmacy benefits, processes employee pharmacy claims and answers employee pharmacy benefit questions. Aetna Health Plan 2026 Monthly Rates: PPO 750 – employee only $81.94, employee + child $306.26, employee + spouse $718.38, family $785.44; PPO/HRA 1500 – employee only $53.06, employee + child $260.06, employee + spouse $660.64, family $669.94; PPO/HDHP‑HSA – employee only $25.10, employee + child $195.72, employee + spouse $547.88, family $550.56. Dental Insurance: four coverage types – family, employee and spouse, employee and child, employee only – available through payroll deduction. Delta Dental 2026 Monthly Rates: employee $2.80, employee/child $18.88, employee/spouse $18.88, family $49.36. Life Insurance: paid by the City at no cost to employees – coverage equal to salary rounded to next highest thousand and doubled for accidental death. Optional Life Insurance: paid by employee, available through payroll deduction. Long‑Term Disability Insurance: provides a monthly benefit based on salary multiplied by 0.00255; City pays half. Retirement: employees contribute 5% of salary and choose between a traditional defined benefit plan or a hybrid program; vesting upon five years. Defined Benefit Pension Plan: normal retirement upon age or service criteria. Hybrid Program: combines pension and deferred compensation; administered by ICMA‑RC. Confederate employees covered under Virginia Retirement System. Retirement Health Savings Plan: employees contribute 1% of salary to a 401(h) health savings account; City matches 1% after five years. Deferred Compensation: optional 457 plan. Flexible Spending Account: pre‑tax dollars for child care, medical, dental, transit or parking expenses. Virginia College Savings Plan: two plans – Prepaid Education Program and Educational Savings Trust. Employee Health Services: medical care provided. Employee Assistance Program: support services. Pay Days: direct deposit; paid bi‑weekly (26 periods per year). Vision Insurance: paid by employee; includes eye exam and lens discounts. CEC 2026 Monthly Rates: employee $6.68, employee/spouse $12.69, employee/children $13.36, family $19.71. Voluntary Benefits: critical illness, accident and hospital indemnity insurance offered by The Hartford; CHUBB offers cancer advocacy, life and long‑term care; identity protection through LegalShield or IDShield; personal loans through Purchasing Power and Kashable; pet insurance through PetPartners. Voluntary benefits may be payroll deducted.
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Responsibilities
Serves as lead worker and provides guidance and training to other unit staff.
Assigns and schedules work in a supervisor's absence and directs the flow of work as needed based on demand.
Handles difficult customer complaints in person and by telephone.
Extracts inventory, statistical or fiscal data in a variety of formats from various systems and compiles information reports.
Performs research and screens applicant activity in various computer systems.
Provides information to customers regarding programs, policies and rules of the department; handles inquiries from others regarding services.
Scans documents using document imaging system and performs quality assurance on each image to ensure completeness and readability.
Performs indexing procedures on scanned documents to associate with correct client/case ID in VaCMS system.
Sets appointments using VaCMS scheduler system and creates appointment letters.
Monitors and updates electronic assignment logs and visitor logs.
Assigns applications to appropriate staff using the electronic assignment system.
Performs file clearance and case association on applications for public assistance programs.
Screens applications for expedited SNAP services and emergency services.
Screens and assigns transfer‑in cases from other localities; transfers ongoing cases to other localities.
Composes correspondence, memos, and/or forms.
Contacts customers and/or vendors to obtain or verify information.
Sets‑up and organizes files, purges files and other records in accordance with state retention schedules.
Qualifications
Associate’s degree (A.A.) or equivalent from a two‑year college or technical school.
Or six months to one year related experience and/or training, or an equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in a written, oral, diagram, or schedule form.
No certificates, licenses, registrations required.
Supervisory Responsibilities This job has no supervisory responsibilities.
Physical Demands The physical demands described here include the requirement to sit regularly, use hands to finger, handle or feel, reach with hands and arms, talk or hear, stand, walk, and lift or move up to 10 pounds. Specific vision abilities required include the ability to adjust focus.
Work Environment The work environment is typically moderate in noise level.
Equal Employment Opportunity Statement The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.
Benefits Overview Paid leave is time off from work available for use by an employee upon approval by supervisor. The first 24 consecutive leave hours for any illness must be charged to paid leave with additional time charged to extended illness leave. Paid leave for employees of the city shall accrue as follows: Years of Service Hours Per Month Fire 24‑hr shift Employees: 0‑4 until 12 hours per month, 5‑9 until 14 hours per month, 10‑14 until 16 hours per month, 15‑19 until 17 hours per month, 20‑24 until 18 hours per month, 25+ until 20 hours per month. Extended Illness Leave accrues at the rate of six hours per month; Fire suppression employees accrue eight hours per month. Funeral Leave: for family, up to three consecutive days. Military Leave: twenty‑one work days per Federal fiscal year. Holidays: the City provides 96 hours of annual paid holiday time. Mental Health & Well‑Being Leave: Employees receive 24 hours (Fire Suppression receives 34 hours) of Mental Health & Well‑Being Leave upon hire; certification of mental health diagnosis is not required and leave will not be paid out upon separation. Shared Leave Bank (effective 1/1/2023): voluntary membership for full‑time employees who will be out for an extended period and have exhausted other forms of leave – members must provide 8 hours of their extended illness per fiscal year and at least 8 hours per assessment. Assessments limited to four times per fiscal year (max 40 hours per year). Health Insurance: four coverage types available – employee only, employee + 1 child, employee + spouse and family – available through payroll deduction. The city offers the following three Aetna Health Plan Options – PPO 750, PPO/HRA 1500, and PPO/HDHP‑HSA. Optum RX (Pharmaceutical Benefits Manager) manages pharmacy benefits, processes employee pharmacy claims and answers employee pharmacy benefit questions. Aetna Health Plan 2026 Monthly Rates: PPO 750 – employee only $81.94, employee + child $306.26, employee + spouse $718.38, family $785.44; PPO/HRA 1500 – employee only $53.06, employee + child $260.06, employee + spouse $660.64, family $669.94; PPO/HDHP‑HSA – employee only $25.10, employee + child $195.72, employee + spouse $547.88, family $550.56. Dental Insurance: four coverage types – family, employee and spouse, employee and child, employee only – available through payroll deduction. Delta Dental 2026 Monthly Rates: employee $2.80, employee/child $18.88, employee/spouse $18.88, family $49.36. Life Insurance: paid by the City at no cost to employees – coverage equal to salary rounded to next highest thousand and doubled for accidental death. Optional Life Insurance: paid by employee, available through payroll deduction. Long‑Term Disability Insurance: provides a monthly benefit based on salary multiplied by 0.00255; City pays half. Retirement: employees contribute 5% of salary and choose between a traditional defined benefit plan or a hybrid program; vesting upon five years. Defined Benefit Pension Plan: normal retirement upon age or service criteria. Hybrid Program: combines pension and deferred compensation; administered by ICMA‑RC. Confederate employees covered under Virginia Retirement System. Retirement Health Savings Plan: employees contribute 1% of salary to a 401(h) health savings account; City matches 1% after five years. Deferred Compensation: optional 457 plan. Flexible Spending Account: pre‑tax dollars for child care, medical, dental, transit or parking expenses. Virginia College Savings Plan: two plans – Prepaid Education Program and Educational Savings Trust. Employee Health Services: medical care provided. Employee Assistance Program: support services. Pay Days: direct deposit; paid bi‑weekly (26 periods per year). Vision Insurance: paid by employee; includes eye exam and lens discounts. CEC 2026 Monthly Rates: employee $6.68, employee/spouse $12.69, employee/children $13.36, family $19.71. Voluntary Benefits: critical illness, accident and hospital indemnity insurance offered by The Hartford; CHUBB offers cancer advocacy, life and long‑term care; identity protection through LegalShield or IDShield; personal loans through Purchasing Power and Kashable; pet insurance through PetPartners. Voluntary benefits may be payroll deducted.
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