Processing Clerk-Seasonal

Position Summary

The Processing Clerk supports LIHEAP operations by reviewing applications for completeness and compliance, maintaining accurate records, and providing timely, professional customer service. The position coordinates with the LIHEAP Coordinator, Family Services Specialists, and energy vendors to resolve issues that impact eligibility, documentation, and application processing. The role supports payment-related processes, including refunds and reissues, prepares routine reports and mailings, and maintains vendor agreements and related tracking. The Processing Clerk attends applicable state and agency meetings and trainings and helps reduce application errors by identifying trends and sharing guidance with staff.

The Processing Clerk is expected to exemplify the agency’s core values of Growth, Adaptability, Respect, Responsiveness, Compassion, and Collaboration. This position is responsible for complying with all agency and departmental policies and procedures that reflect and promote these values in the delivery of services.

Essential Duties and Responsibilities: Other duties may be assigned.

Agency Specific:

·         Must always maintain confidentiality

·         Must always represent NEICAC in a positive and professional manner

·         Must attend training as requested to demonstrate a continued effort to grow professionally

·         Adhere to all policies as an employee of Northeast Iowa Community Action Corporation

·         Attend all agency-wide trainings

·         Must travel occasionally within the service area

·         Establish a collaborative and communicative relationship with fellow staff

·         Must be punctual and dependable in completing assignments, meeting report deadlines; daily attendance is essential

Program Specific:

• Review LIHEAP applications to confirm completeness and compliance with federal, state, and agency guidelines
• Accurately enter and update information into program database(s)
• Maintain strict confidentiality of sensitive customer information
• Identify missing documentation or data entry errors, issue requests to the appropriate NEICAC staff, and follow-up to ensure completeness within required timeframes
• Coordinate with the LIHEAP Coordinator, Family Services Specialists, and vendors to resolve issues, submit guarantees, and ensure smooth processing of assistance
• Prepare and review reports from the LIHEAP database
• Assist with mass mailings, print jobs, and other departmental tasks
• Address denied applications, unique cases, and procedural questions with guidance from the LIHEAP Coordinator
• Complete LIHEAP applications in the absence of the Family Services Specialist
• Maintain accurate customer and program records

• Answer phone inquiries and communicate with customers, Family Services Specialists, and energy vendors in a courteous manner
• Assist the LIHEAP Coordinator in the preparation of payments
• Manage LIHEAP refunds and reissues, reconciling and tracking activity in accordance with LIHEAP policies and procedures.
• Prepare, distribute, and maintain vendor agreement records
• Attend applicable state and agency meetings/trainings
• Identify routine application intake and processing errors and create clear guidance/tools to reduce error and rejection rates.
• Support continuous improvement by tracking common rejection reasons, reporting trends to the LIHEAP Coordinator, and recommending workflow or process updates to improve first-time application completeness.