GLO - Veterans Services Representative II

Job Description

The Texas General Land Office is seeking a Veteran Services Representative II within the Communications Department of the agency.

The Veteran Services Representative Performs routine (journey-level) veterans¿ assistance work. Work involves counseling and assisting veterans and their dependents or beneficiaries regarding veterans¿ benefits, employment services, and other programs and resources. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Our Mission:

The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources.

What Your Contributions to the GLO Will be:

• Answers phone calls, routes incoming calls, takes messages and directs all to the appropriate staff member. Maintains an average of four to five hours daily online report time unless otherwise assigned, with a 2% or lower abandoned call rate.

• Interprets and disseminates information concerning agency programs and procedures with 95-98% accuracy based on supervisory call monitoring and overall accuracy ratings.

• Makes outbound calls to follow-up as assigned. Makes calls to veterans who have made contact requesting additional information on Texas Veterans Benefits.

• Follows up with VLB land, housing and home improvement loan prospects and collaborates with the Loan Origination department.

• Supports the Texas Veterans Commission (TVC) by assisting Veterans with scheduling in-person and telephone appointments for processing compensation, disability, and other benefits claims.

Minimum Qualifications:

• Graduation from high school or GED.

• One year of experience working in a public-facing, customer service position or a call center.

Preferred Qualifications:

• Graduation from an accredited four-year college or university with major coursework in social work, counseling, or a related field is generally preferred.

• Experience using Salesforce.

• Working knowledge of veterans¿ benefits and services.

• Proficient Spanish speaking skills.

Knowledge, Skills and Abilities:

• Demonstrates strong active listening in customer service interactions.

• Skill in interviewing, counseling and identifying solutions.

• Ability to take proactive steps to assist callers.

• Ability to analyze and solve problems; to research, gather, and document information.

• Ability to determine appropriate programs to recommend.

• Attention to detail and organization.

• Proficient in the use of a computer and applicable software.

• Collaborates well in a team environment.

• Ability to work effectively under minimal supervision.

Physical Requirements:

This position requires the employee to primarily perform sedentary office work; however, mobility (moving around the worksite) is routinely required to carry out some duties. This position requires extensive computer, telephone and client/ customer contact and communication. It requires the ability to move and position oneself as needed for filing and similar routine office duties. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Ability to read printed materials and computer screens. The individual must be able to move and transport records, documents, boxes, and all related information and materials, weighing up to 20 pounds when required.

Compensation and Benefits:

• Free Parking

• Defined Retirement Benefit Plan Optional 401(k) and 457 accounts

• Medical Insurance - State pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents. The State pays 50% of the eligible part-time employees¿ premium and 25% for eligible dependents.

• Optional Benefits such as dental, vision, and life insurance.

• Minimum of 96+ Hours of Annual Leave a year Annual leave increases with length of service.

• Professional Development Opportunities: The GLO offers numerous courses to help our employees grow using resources through LinkedIn Learning and our EAP provider.

Veterans:

Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditors Office by pasting this link into your browser: Social Services.

How to Apply:

• To be considered, please complete a State of Texas Application for Employment and apply online at www.workintexas.com or in the CAPPS Career Section.

• You may apply for the job directly through the CAPPS Career Section. It is not necessary to apply both through Work in Texas and the CAPPS Career Section.

• Applications must be fully completed with a detailed job history, including job title, employment dates, employer name, supervisors name and phone number, and a summary of responsibilities. Incomplete applications may lead to disqualification. Please be aware that resumes will not be accepted in place of a completed application.

• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

• A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.

• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa.

• Applications must be fully completed with a detailed job history, including job title, employment dates, employers name, supervisors name and phone number, and summary of responsibilities. Incomplete applications may lead to disqualification. Please be aware that resumes will not be accepted in place of a completed application.