Position Title: Customer Service Representative/Application Processor
Project: Thornton Township Property Tax Refund Program
Department: Program Operations
Reports To: Project Supervisor
Employment Type: Temporary / Project-Based (Full-Time)
Location: Thornton Township, Illinois
Position Summary
The Customer Service Representative/Application Processor is responsible for reviewing, organizing, and processing refund applications submitted through the Thornton Township Property Tax Refund Program. In addition to application processing responsibilities, this position serves as a frontline customer support role assisting property owners with completing and submitting applications.
Customer Service Representative/Application Processors ensure that applications are complete, compliant with program requirements, and accurately documented prior to approval. Each application is assigned a unique application number and must be reviewed by two independent processors before being forwarded for supervisory approval.
This position requires strong attention to detail, strong communication skills, and the ability to assist residents while maintaining high-volume processing productivity.
Key Responsibilities
Application Review and Processing
- Review submitted refund applications for completeness, accuracy, and eligibility.
- Verify that all required supporting documentation is included and properly submitted.
- Confirm that application information matches documentation provided.
- Assign and track applications using the program’s unique application numbering system.
- Document review outcomes and notes within the processing system.
Customer Service and Applicant Assistance
- Assist property owners in completing and submitting refund applications.
- Provide guidance to applicants regarding required documentation and eligibility criteria.
- Help applicants submit supporting evidence and documentation through the designated application system or intake process.
- Respond to applicant questions regarding the application process, documentation requirements, and application status.
- Provide professional, courteous assistance to residents both in person, by phone, or through electronic communication.
- Escalate complex applicant issues or disputes to supervisors when necessary.
Queue Management
- Select and assign applications into individual processing queues.
- Manage and prioritize assigned application workloads to meet daily productivity targets.
- Ensure timely processing of applications within established program timelines.
Dual Review Verification
- Conduct independent application reviews as part of the required dual-review verification process.
- Confirm completeness and compliance before forwarding applications to the Supervisor Queue.
- Identify discrepancies or missing documentation and flag applications for correction or follow-up.
Data Entry and Documentation
- Accurately enter and maintain application data within the processing system.
- Maintain digital records of all application materials and review notes.
- Ensure proper file naming, document organization, and system compliance.
Productivity and Reporting
- Maintain consistent processing volume and quality standards.
- Track individual processing performance including applications processed per hour, daily and weekly output, and monthly totals.
- Support reporting requirements for project performance metrics.
Compliance and Quality Control
- Follow all program policies, procedures, and confidentiality requirements.
- Ensure application handling complies with internal controls and program guidelines.
- Escalate irregularities, suspected fraud, or unusual application patterns to supervisors.
Required Qualifications
- High school diploma or equivalent required.
- Associate’s or Bachelor’s degree in business, public administration, finance, or related field preferred.
- Experience in administrative processing, document review, customer service, claims processing, or government program administration preferred.
- Strong written and verbal communication skills.
- Strong attention to detail and accuracy.
- Proficiency with computer systems, data entry platforms, and document management software.
- Ability to manage high-volume workloads efficiently.
- Ability to communicate clearly and professionally with members of the public.
Preferred Experience
- Experience working in government assistance programs, public service, or benefits administration.
- Experience assisting residents or customers with application forms or documentation.
- Familiarity with property tax documentation or government forms.
- Experience working within structured workflow or queue-based processing systems.
Core Competencies
- Attention to Detail
- Customer Service Excellence
- Analytical Review Skills
- Data Accuracy
- Productivity and Time Management
- Confidentiality and Ethical Standards
- Team Collaboration
Work Environment
- Office-based processing environment.
- Combination of computer-based application processing and direct interaction with property owners.
- May include assisting residents in person, by phone, or electronically.
- Must be able to remain seated and work at a computer for extended periods.
Performance Metrics
- Application processing accuracy
- Compliance with dual-review verification standards
- Processing volume targets
- Customer service responsiveness and professionalism
- Timeliness of application completion
- Quality assurance results
- Documentation completeness
