Child Support Customer Service Technician I

City and County of Denver • Denver, CO

5d • Onsite

About The Position

The City and County of Denver is seeking a Child Support Customer Service Technician I to join the Child Support Services (CSS) division within Denver Human Services (DHS). This role is crucial in supporting parents in meeting their financial and medical support obligations for their children. CSS partners with various government levels and organizations to promote parental responsibility, ensuring children receive necessary financial support. This program is one of the largest income-support programs nationally, helping families cover essential needs like shelter, food, childcare, and transportation. The CSS vision is to foster a world where children can rely on their parents for support and love, promoting both economic and social well-being. The Child Support Customer Service Technician I will primarily work in a call center environment, handling inbound calls from customers and assisting Child Support Technicians. Occasional face-to-face assistance in the lobby may also be required. The role involves collaborating with other DHS divisions, working with families, the City Attorneys, and the judicial system to modify support orders, performing research to gather necessary information, explaining policies and procedures, maintaining client records, and potentially sanctioning benefits for non-responsive clients. The position also involves determining case status for order establishment, enforcement, or modification, and may include scheduling and monitoring paternity establishment tests. Other related duties may be assigned.

Requirements

• Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Four (4) years of experience performing office support work.
• Valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

Nice To Haves

• Customer Service background preferred in a call center setting.
• A passion for public service, and improving the lives of families.
• Experience multi-tasking in a fast-paced work environment.
• The ability to embrace change and innovative work processes.
• A desire to make a difference, engaging customers with a solution-oriented approach through phone, email and face-to-face contact.
• Commitment towards going above and beyond in challenging situations.
• Strong negotiation skills, accuracy, and attention to detail.

Responsibilities

• Serves in the call center, taking inbound calls to assist Child Support customers and Child Support Technicians.
• Provides face-to-face assistance to customers at the DHS Castro Building as needed.
• Collaborates with other divisions within the DHS agency to meet customer needs.
• Works closely with families, the City Attorneys, and the judicial system to modify medical and financial support orders.
• Receives and reviews referrals and determines the next appropriate steps to initiate child support obligations.
• Performs research and investigative work to collect necessary information and documentation.
• Responds to questions, explains policies, procedures, and processes, and provides child support information.
• Enters and maintains client records in various databases.
• Works with Assistance Program employees to sanction benefits when clients are nonresponsive.
• Determines the status of a case and transfers it accordingly for child support orders to be established, enforced, or modified.
• Schedules and monitors tests involving the establishment of paternity.
• Performs other related duties as assigned or requested.

Benefits

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year
• 12 paid holidays, 1 personal holiday, 1 wellness day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED