Call Center Specialist

State of Illinois•Springfield, IL

1d•$5,926

About The Position

The Department of Healthcare and Family Services, Division of Child Support Services is seeking to hire a highly qualified and motivated Spanish speaking professional to join our Call Center team in the role of a Call Center Specialist. The Call Center Specialist answers telephone inquiries on child support services, reviews case information, resolves account discrepancies, schedules appointments for regional office visits, and performs other complex, specialized paraprofessional technical functions within the Call Center. The ideal candidate will have excellent mathematical, communication, organizational, and analytical skills to be successful in performing the operations of Unit 2/Team C in the Call Center. The ability to maintain working relationships with other professional government organizations is imperative. HFS values employees with different backgrounds, life experiences, and talents. At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained. HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion. We welcome and value employees with different backgrounds, life experiences, and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation. HFS is an equal opportunity employer.

Requirements

Requires knowledge, skill, and mental development equivalent to two years of secretarial/business college and one year of office experience, or completion of high school and three years of office experience, or three years of independent business experience
Requires ability to keyboard accurately at 30 words per minute
Requires the ability to speak, read and write Spanish at a colloquial skill level
Requires the ability to pass a national background check prior to employment due to accessing confidential federal taxinformation.
Requires the ability to maintain and utilize state issued equipment such as a laptop and/or cell phone.

Responsibilities

Performs complex, specialized paraprofessional and technical functions for Team C in Unit 2 of the Division of Child Support Service's (DCSS) Call Center
Resolves customer inquiries by serving Income Withholding Notices (IWNs) on the Department of Employment Security
Researches multiple case and docket issues via the KIDS and the Cook County Circuit Clerk System (T-KIDS)
Researches and resolves appointment issues
Explains the legal process to CPs and NCPs without giving legal advice
Confirms if Voluntary Acknowledgement of Paternity (VAP) has been received
Translates documents and information into Spanish for people who cannot read or speak English
Determines if modification is warranted and explains to CP and NCP reasons for denial and/or next steps in the modification process
Explains to CP only Healthcare & Family Services' (HFS) balances vs. CP's balances
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Benefits

Monday-Friday work schedule
Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.)
Health, Life, Vision, and Dental Insurance
Pension Plan
Paid Paternal Leave
Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
Employees earn (12) paid Sick Days annually.
New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
Employees earn (3) paid Personal Days annually.
(13-14) paid holidays annually (based on start date)