Customer Service Representative - KPC

ESSENTIAL JOB REQUIREMENTS

• Responds to incoming calls from employers, IV-D and Non IV-D customers, state and local child support staff, child support staff from other states, and other individuals concerned with remitting child support payments to the SDU.
• Affords assistance to custodial parents in setting up electronic disbursement through direct deposit or debit card program.
• Facilitates the retrieval of payment document images and other correspondence for authorized individuals.
• Performs research on unidentified payments received by the SDU and accurately identifies the source and intended recipient.
• Quickly navigates through multiple computer screens to provide correct information to inquiring parties within acceptable service timeframes.
• Initiates outreach calls to propose alternative EFT disbursement and payment options.
• Ensures accurate and timely documentation of customer contacts in the automated system.
• Maintains confidentiality of all information.
• Maintains a professional demeanor under stressful circumstances.
• Ensures accuracy and completion of all transactions within established service level guidelines.
• Adheres to all safety and security procedures.
• Adheres to overall site Risk Activities, including daily document shredding and piggybacking.
• Contributes to the site-wide accuracy rate of 99.99%.

REQUIRED EDUCATION

A high school diploma or GED is required.

REQUIRED EXPERIENCE

Two years of customer service experience in banking, human service programs, or related fields are preferred.