Level III Representative

State of North Carolina•Martin, NC

7d•$41,206 - $72,113•Onsite

About The Position

The Child Support Services Section within the Division of Social Services establishes administrative procedures and financial accountability for core services including: Location of the Non-Custodial Parent, Establishment of Paternity, Establishment of Support Obligation, Collection of Support Payments, and Enforcement of Support Obligation. The Business Services Coordinator II position is located within Compliance and Support at the Customer Support Call Center in Martin County, NC. This role is in a fast-paced, high-volume call center with a steady flow of incoming calls daily.

Requirements

High school of General Educational Development (GED) diploma and five years of related administrative experience; or an equivalent combination of education and experience.

Nice To Haves

Experience working in a call center setting addressing callers’ needs
Data entry experience
Demonstrated ability to listen effectively, respond appropriately, and communicate information clearly both verbally and in writing
Proficient in using office equipment and relevant software and systems to meet business needs
Consistently complete tasks and processes accurately, thoroughly, and with attention to detail
Knowledgeable about CSS program procedures, methods, and practices, and skilled in applying them to specific situations

Responsibilities

Provide Automated Collection and Tracking System (ACTS) Help Desk first level production support to end-users for approximately 1,600 child support workers using ACTS and child support websites.
Open support tickets to document and track progress of production issues.
Research customer reported system issues and escalate system bugs or complex issues to the ACTS Functional team.
Troubleshoot user login, password, and account access issues.
Assist users with navigation of ACTS screens, workflows and basic system functions.
Resolve common user errors, screen issues, or data entry problems.
Provide accurate information to callers about their case(s).
Provide basic participant website registration assistance.
Generate ACTS documents for callers upon request.
Explain notices, application process and fees for child support services.
Explain service timelines, wage withholding information, arrears balances and payment distribution information.
Provide appointment/hearing dates and times.
Explain all areas of child support and make appropriate referrals.
Research tax payments.
Research missing payments.
Support Care Line referrals.
Explain CSS policies and how they apply to individual cases involving clients, non custodial parents, and employers.
Research and verify employment information through external agencies and companies to confirm employment history.
Regularly review manuals and policy updates to ensure personal practices remain accurate and up to date.
Determine the appropriate referral or next steps based on the caller’s needs.
Handle escalated and complex customer inquiries from calls transferred from Level I and Level II reps.
Update ACTS with address changes, email, phone number, detailed employment verification results and other relevant information.
Data entry.