Senior Child Support Center Specialist - Hybrid

nc; North Carolina; Hybride; USD 37 000 - 65 000; Plein temps

Avantages offerts par ce poste

Hybrid work option

Résumé du poste

North Carolina Department of Health and Human Services (DHHS) seeks a Level II Representative in the CSS Customer Service Center to respond to caller questions about child support cases, research details, and provide accurate guidance. The role handles escalations and supports case processing within ACTS, including updating demographics and generating documents.

The position offers a hybrid work option and requires experience in a call-center environment, with strong communication and data-entry

Qualifications

• Experience researching complex child support case details by reviewing employment information, payment histories, arrears balances, and related records.
• Applied intermediate proficiency in using ACTS to update demographic data, document interactions, generate system documents, and support case processing.
• Delivered customer service in a call-centre environment by responding to escalated inquiries and explaining processes.
• Executed structured communication with callers by explaining notices, timelines, wage withholding information, and payment distributions.
• Performed accurate data entry and case documentation within the statewide child support system.

Responsabilités

• 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, application processes, fees, timelines, wage withholding details, and payment distribution information.
• Document customer interactions in ACTS and notify responsible case managers of follow-up needs.
• Make referrals to CSS staff or external resources when required to resolve customer concerns.
• Provide appointment and hearing dates and times as applicable to ensure callers receive complete information.
• Assist the ACTS Help Desk when needed to support system users with technical or procedural questions.

Connaissances

Research complex case details

ACTS system usage

Call-centre customer service

Clear communication

Data entry and documentation

Outils

ACTS System

Description du poste

North Carolina Department of Health and Human Services (DHHS) seeks a Level II Representative in the CSS Customer Service Center to respond to caller questions about child support cases, research details, and provide accurate guidance. The role handles escalations and supports case processing within ACTS, including updating demographics and generating documents.

The position offers a hybrid work option and requires experience in a call-center environment, with strong communication and data-entry