Office Support III - Client Service Specialist (Domestic Relations Department)

County of Berks•Reading, PA

13d•$23•Onsite

About The Position

This position provides front line services to clients via phone and in person, with special emphasis on problem resolution, instruction about Court policies and accounting procedures, and supports resolution of client concerns; provides a buffer for the professional and other staff by answering routine and complex questions, trouble-shooting and researching problem cases; mails various forms upon request when deemed appropriate. The goal is to provide a helpful and intelligent representation of the department and the Court, have a well-served constituency, educate clients to the Child Support process and foster understanding between clients and staff. The following applies to all employees of the Domestic Relations Section serving the 23rd Judicial District of Pennsylvania: Employees must assist in maintaining high program performance standards through efficient work practices, and by active engagement in process improvement and training, which occasionally requires travel. Employees must diligently maintain a safe and secure working environment for employees and the public through compliance with all safety and security procedures.

Requirements

High school diploma or G.E.D certification from a recognized issuing agency.
Two (2) years of general office experience with an emphasis on customer service.
Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities.
Ability to communicate effectively with attorneys, clients, employers and judges.
Ability to use independent judgment in the disposition of routine problems.
Good organizational and time management skills.
Excellent written and oral communication skills.
Ability to understand and carry out oral and written directions.
Effective decision-making skills.
Knowledge of federal and state support laws and regulations as it pertains to the daily functions of the job.
Knowledge of acceptable time frames for taking specific actions.
Ability to maintain cooperative working relations with other employees.
Ability to use computer equipment.
Ability to handle stress.
Physical presence in the office is required.

Responsibilities

Answer all incoming calls on main telephone line, determine reason for call, resolve or transfer the call based on his/her determination; NOTE’s each case accordingly as to nature of call.
Perform front desk duties including checking in all visitors, answering case inquiries, informing staff of waiting clients, receiving and verifying forms from clients, filtering/scheduling Intake applicants thoroughly, and directing clients as necessary.
Research cases as clients, attorneys, employers and other agencies call to report problems and concerns regarding their case status. Consults with other client services representatives, officers and managers.
Review and process all incoming calls received on the Spanish line mailbox and NOTE each case accordingly (if applicable).
Respond to financial inquiries from clients, officers and staff members by reviewing payment screens and performing any other necessary research.
Receive and update client information as necessary.
Maintain daily statistics on all work performed on master statistic sheet.
Process/Sort/Distribute all incoming mail and facsimiles for the department daily.
Communicate with employers regarding orders of attachment, distribution of payments, and answers any questions and explains procedures.
Assist in hands-on training of new staff.
Process and respond accordingly to all Social Security Administration Requests and Housing Authority Requests (if applicable).
Process postal verifications and employer verifications.