OVER-THE-COUNTER (OTC) SITE INFORMATION CLERK - job 2 of 2

As an Over-the-Counter (OTC) Site Information Clerk at the Human Resources Administration (HRA), your main role will involve assisting clients in accessing their benefits by processing requests for replacement Common Benefit Identification Cards (CBIC) and providing guidance on how to effectively use their EBT systems. You’ll be responsible for record-keeping and ensuring compliance with various protocols, making this a pivotal role in the client service process.

To qualify as an Over-the-Counter (OTC) Site Information Clerk at HRA, you need a four-year high school diploma and at least one year of satisfactory clerical experience. Keyboard familiarity and the ability to type at a minimum of 100 keystrokes (20 words) per minute are also essential skills you'll need to succeed in this position.

Working as an Over-the-Counter (OTC) Site Information Clerk at the HRA offers a supportive and community-focused environment. Your day-to-day responsibilities involve interacting with clients, resolving their inquiries, and collaborating with other clerical staff to ensure seamless service delivery, all while operating from a centralized office in Brooklyn.

Core responsibilities for the Over-the-Counter (OTC) Site Information Clerk at HRA include processing requests for CBIC replacements, assisting clients with their EBT systems, verifying client information using various HRA systems, preparing necessary authorization forms, and recording the number of clients serviced and types of services provided.

The Over-the-Counter (OTC) Site Information Clerk position at HRA operates Monday through Friday, with working hours from 8:30 AM to 5:00 PM. This structure allows for a consistent work-life balance, making it a great opportunity for individuals looking to have a routine while serving the public.

In your response, highlight your clerical experience, specifically focusing on tasks that involved client interaction, data entry, and any relevant systems you've utilized. Emphasize your ability to handle multiple requests efficiently, as this showcases your readiness for the fast-paced nature of the role.

Showcase your customer service skills by explaining how you would patiently walk the client through the system, offering clear, step-by-step guidance, and ensuring they feel comfortable using their benefits. It’s about building trust and providing empathetic assistance.

Mention specific tools such as the Welfare Management System (WMS) or the Automated Finger Imaging System (AFIS). Highlight any previous experiences where these or similar systems helped you streamline processes and create a positive experience for clients.

When answering, give a well-structured example that illustrates your problem-solving skills. Discuss how you maintained professionalism, listened actively, and found a solution, demonstrating your capacity for client service in challenging situations.

Discuss your methods for prioritizing tasks, such as creating to-do lists or utilizing digital tools to track requests and keep a record of transactions. Showing that you can maintain order in a busy environment is key.

Emphasize the importance of double-checking entries, applying attention to detail during the process, and understanding the critical impact of accurate data management on client service.

Express your confidence in both verbal and written communication, and provide examples of how you've used these skills to convey information clearly and effectively to clients and team members.

Share your ideas on enhancing client service, such as gathering feedback to continually improve processes or developing easy-to-follow guides to aid clients in using the CBIC and EBT systems more effectively.

Laborate on your adaptability when it comes to process changes. Discuss your open-mindedness and willingness to learn new systems quickly while maintaining high-quality service.

Convey your passion for helping people, especially those in need. Talk about how serving the community and making a positive impact on clients’ lives fuels your motivation and dedication to this role.