Customer Affairs Program Analyst

12 months contract with possible extension

Note : Ability to travel locally and statewide in MO and KS to meet job expectations

Position Summary : This position plays a critical role in ensuring positive and productive relationships with the state commissions, assistance agencies and community organization leaders. The Customer Affairs Program Analyst helps drive the positive customer experience through outward-facing community and customer engagement and through the relentless pursuit of customer-focused solutions. The Analyst is responsible for program management of several customer-impacting programs which include but are not limited to : Critical Needs Program and Rehousing Program. Management of these programs require timely and accurate execution in reporting, tracking, promotion and communication to ensure successful messaging and outcomes with each program.

Duties and Responsibilities : (major "buckets" listed with average percentage of time spent on each "bucket" over the course of a year)

Responsibility 1 - Manage multiple department programs competently and accurately : Critical Needs Program and Rehousing Program

• Approximately 50% of time spent on average over a one year period
• Oversee and manage the daily workflow of multiple programs, which include tracking and processing paperwork and applications associated with the programs, including CCB updates, customer communication, initiating field activity, records management, and reporting (55%)
• Help develop messaging and drive education and participation in the programs from both an external and internal strategic approach (25%)
• Provide reporting and track activities of programs on monthly, quarterly and annual basis (20%)

Responsibility 2 - Enhance the customer experience through targeted outreach and education to low-income and elderly customers

Skills, Knowledge and Abilities

Education and Experience Requirements