Hybrid Senior Child Support Specialist

Health & Human Services; Indiana; Hybrid; USD 37,000 - 65,000; Full time

Benefits offered by this job

Hybrid Work Option

Job summary

The North Carolina Department of Health and Human Services (DHHS) seeks a Level II Representative for the CSS Customer Service Center. You will respond to caller questions, research case details, update demographics, and assist with website registration. You will handle escalations and support case processing within ACTS.

Strong communication and data-entry skills are required, with experience in a call-center environment. This role offers a hybrid work option and comprehensive benefits.

Qualifications

• Respond to caller questions regarding child support case information by researching details and providing accurate explanations.
• Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.
• Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.

Responsibilities

• Respond to caller questions regarding child support case information by researching details and providing accurate explanations.
• Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.
• Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.
• Update demographic information in case records within ACTS.
• Provide assistance with participant website registration and navigation to access case information.
• Generate ACTS documents for callers and explain notices, procedures, timelines, wage withholding details, and payment distribution information.
• Document customer interactions in ACTS and notify case managers of follow-up needs.
• Make referrals to CSS staff or external resources when required to resolve concerns.
• Provide appointment and hearing dates and times as applicable.

Skills

Caller questions research

Escalation handling

ACTS knowledge

Customer service in call-center

Data entry & documentation

Education

High school diploma or GED

Tools

ACTS (Automated Collection and Tracking System)

Job description

The North Carolina Department of Health and Human Services (DHHS) seeks a Level II Representative for the CSS Customer Service Center. You will respond to caller questions, research case details, update demographics, and assist with website registration. You will handle escalations and support case processing within ACTS.

Strong communication and data-entry skills are required, with experience in a call-center environment. This role offers a hybrid work option and comprehensive benefits.