CASE PROCESSING MANAGER II - 73005204

State of Florida; Naples (FL); On-site; USD 58,000 - 68,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Tuition waivers

Paid sick and personal leave

10 paid holidays annually

Retirement savings

Vision and dental insurance

Job summary

State of Florida in Naples seeks a CASE PROCESSING MANAGER II to lead a team of 2 supervisors and 19 operations staff in the Child Support Program. The role emphasizes data analysis, problem solving, and teamwork to drive service excellence for customers.

The position focuses on strategic planning, resource alignment, and process improvements, with duties including training, budgeting input, and collaboration with management to achieve top performance for customers served.

Qualifications

• 2 years of experience working in a Child Support Program.
• 2 years of supervisory experience over operational positions.
• 2 years of experience in providing Customer Service.
• 2 years of experience communicating through a variety of methods (report writing, public speaking, correspondence, conflict resolution, email, meetings, memos).
• 2 years of experience providing leadership and direction to a work unit or team including performance reviews, prioritizing and ensuring timely and accurate work, counseling, conflict resolution, mentoring.

Responsibilities

• Develop, implement and monitor operational plans with the Service Center Manager.
• Communicate the strategic planning process so all levels understand benefits of initiatives.
• Provide recommendations for aligning resources to achieve top performance for customers served.
• Determine resource needs and shift resources to ensure productivity.
• Analyze existing and new business requirements to identify gaps and solutions.
• Provide leadership and direction to site team members and lead team-based processes.
• Act as administrator, coach, and advisor to team members.
• Provide on-the-job training to team members.
• Input for the Other Personnel Services budget.
• Meet with managers to discuss program goals and strategies.

Skills

Team leadership

Customer service

Communication

Job description

Agency: Department of Revenue

Working Title: CASE PROCESSING MANAGER II - 73005204

Pay Plan: SES

Position Number:73005204

Salary: $57,816.96 - $67,979.64 / annually

This is an Internal Agency Advertisement.

The Florida Department of Revenue’s Child Support Program helps children get the financial support they need and deserve, promoting more stable childhoods and brighter futures. The Department invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability. To learn more about the Department of Revenue’s excellent array of benefits, including career training, tuition waivers, paid vacations, insurance, and retirement programs, visit our website .

The State Personnel System is an E-Verify employer. For more information click on ourE-Verify Website .

JOB SUMMARY:

This position directly manages a team of 2, 2 supervisory and 19 operational team members and is an excellent fit for critical thinkers. If you enjoy working with teams, data and problem solving, this may be the position for you. Your duties would include:

• Working with the Service Center Manager to develop, implement and monitor operational plans.
• Communicating the strategic planning process to team members so that all levels understand the benefits derived from focused strategic initiatives to achieve the top performance for the customers served.
• Providing the Service Center Manager with recommendations for aligning resources.
• Determining resource needs and shift available resources to ensure the highest level of productivity.
• Analyzing existing and new business requirements to determine gaps and provide solutions.
• Providing leadership and direction to service site team members, leading team-based processes in a small site.
• Functioning as administrator, coach, and advisor to team members.
• Providing on-the-job training to team members.
• Providing input for the Other Personnel Services budget.
• Meeting with other managers and the management team to discuss program goals and strategies.

MINIMUM REQUIREMENTS:

• Currently employed with the Florida Department of Revenue.
• 2 years of experience working in a Child Support Program.
• 2 years of supervisory experience over operational positions.
• 2 years of experience in providing Customer Service.
• 2 years of experience communicating through a variety of methods. (i.e., report writing, public speaking, correspondence, conflict resolution, email, meetings, memos, etc.).
• 2 years of experience providing leadership and direction to a work unit or team including, but not limited to performance review, prioritizing and ensuring work was produced timely and accurately, counseling, conflict resolution, professional development, motivating, mentoring and directing.

SPECIAL NOTES:

• This is a Selected Exempted Service position, standard workday of 8am – 5pm, Monday through Friday.
• This position may require you to work outside your regular work schedule, should there be a business need to do so.
• This role is eligible for part-time telework after you complete required training and reach an acceptable level of proficiency.
• This position requires supervision of staff. The number of direct reports may increase or decrease over time based on program needs.
• This position is designated as a “mission essential” position pursuant to the Department of Revenue’s Continuity of Operations Plan. The incumbent is required to be available to perform emergency or disaster-related duties due to an emergency or disaster impacting or threatening to impact the Department which may require the incumbent to work additional hours over and above the regular work schedule. Emergency or disaster-related duty may include performing or supporting the Department’s mission essential functions, primary business functions or other activities related to emergency or disaster events or incidents.
• Responses to qualifying questions should be verifiable by skills and/or experiences stated on application and/or resume. All experience, including examples of implementation, must be documented in detail on the candidate profile/resume.
• Applicants must ensure all employment including military service, self-employment, job-related volunteer work, internships, part-time employment, etc. is listed in detail and chronological order.
• Each field (name of employer, address, city, and state, dates of employment, supervisor’s name, phone numbers, etc.) must be completed.
• Gaps of employment of 6 months or more must be addressed in the application.
• Applicants who do not provide all necessary information may not meet the requirements for this position.

SALARY:

$57,816.96 - $67,979.64

BENEFITS:

Benefits include, but are not limited to, health insurance, life insurance, tuition waivers, paid sick and personal leave, 10 paid holidays annually, retirement savings, and vision and dental insurance.

SCREENING DISCLAIMER:

Your responses to qualifying questions must be verifiable by skills and/or experiences you stated on your candidate profile and/or resume.

ARTIFICIAL INTELLIGENCE (AI) DISCLAIMER:

In assessing job applicants, the Department of Revenue values authenticity, independent thought, and accuracy in applicants’ responses. Therefore, applicants should not use artificial intelligence (AI) tools to assist in any manner with skills verification tests, online assessments, production of required work samples, or during the interview process. Applicants who submit or provide AI generated or AI assisted responses may be disqualified from consideration.

CANDIDATE POOL:

Future vacancies may be filled from this advertisement for a period of up to six months.

CRIMINAL BACKGROUND CHECKS:

You will be required to undergo a National Level-2 criminal background check which requires you to provide your fingerprints.

REMINDER:

Male candidates born on or after October 1, 1962, will not be eligible for hireor promotionunless they are registered with the Selective Services System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website at http://www.sss.gov .

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

Location:

NAPLES, FL, US, 34114 NAPLES, FL, US, 34119 NAPLES, FL, US, 34117 NAPLES, FL, US, 34113 NAPLES, FL, US, 34102 NAPLES, FL, US, 31112 NAPLES, FL, US, 34120 NAPLES, FL, US, 34103 NAPLES, FL, US, 34144 NAPLES, FL, US, 34112 NAPLES, FL, US, 34101 NAPLES, FL, US, 34104 NAPLES, FL, US, 34108 NAPLES, FL, US, 33327 NAPLES, FL, US, 33962 NAPLES, FL, US, 34109

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.