Level II Representative

State of North Carolina•Martin, NC

19h•Onsite

About The Position

The North Carolina Department of Health and Human Services (DHHS) is one of the largest and most complex agencies in the state, employing approximately 17,000 individuals. Its mission is to ensure the health, safety, and well-being of all North Carolinians, provide human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and assist poor North Carolinians in achieving economic independence. This Level II Representative position is situated within the Child Support Services Section of the Division of Social Services (DSS). The Child Support Services Section, operating under Title IV, Part D of the Social Security Act, is responsible for establishing administrative procedures and financial accountability for five core services: location of the Non-Custodial Parent, establishment of Paternity, establishment of Support Obligation, collection of Support Payments, and enforcement of Support Obligation. This specific role is located within the Compliance and Support unit, which is part of the Customer Support Call Center in Martin County, NC. The position functions in a demanding, high-volume call center environment, characterized by a continuous influx of incoming calls daily. The broader Division of Social Services (DSS) delivers direct services addressing issues such as poverty, family violence, and exploitation, with the overarching goals of preventing abuse, neglect, and exploitation of vulnerable citizens, and fostering self-reliance and self-sufficiency for individuals and families.

Requirements

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

Nice To Haves

Experience working in a call center setting
Skills demonstrated in customer service in an office or medical setting
Data entry experience

Responsibilities

Provide accurate information to callers about their case(s)
Update demographic information in case records in the statewide Child Support System, ACTS (Automated Collection and Tracking System)
Provide basic participant website registration assistance
Generate ACTS documents for callers
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
Document customer interactions in ACTS and notify responsible case managers
Research employment information
Explain all areas of child support and make appropriate referrals
Assist the ACTS Help Desk
Handle escalated or complex customer inquiries