Child Support Specialist - Customer Service Call Center

About the role

The Child Support Specialist provides excellent customer service in all stages of the child support process. The specialist interviews customers by telephone and in person to determine service needs and identify the next step in the case management process. The role ensures all State, Federal, and contractual time frames are met for establishing and enforcing child support orders.

Responsibilities

• Initiates locate procedures to determine customers’ address, employment, and assets.
• Obtains and processes information necessary for establishing the order.
• Conducts interviews with customers receiving and paying support.
• Responds to incoming calls from employers, customers, and child support staff from other states regarding child support cases.
• Accesses system data, including state-specific systems and internet resources, to obtain relevant case information.
• Prepares cases and necessary legal and/or administrative documents for review and approval by staff attorney and/or administrator/supervisor.
• Identifies administrative and legal remedies needed for enforcement of support orders.
• Maintains confidentiality and security of case information.
• Provides excellent customer service to internal and external customers.
• Regular and timely attendance.
• Other duties as assigned.

Requirements

• High school Diploma or GED.

Qualifications

• Minimum of 1 year of customer service experience is preferred.
• Experience in human services as a case manager or in child support is preferred.
• Familiarity with an office environment, including the use of automated systems, is desired.