Objectives

Individual serves the public through effective implementation of federal/state regulations and Agency policies to help families receive the support to which they are entitled. Individual is responsible for providing outstanding customer service to internal and external customers by assisting in the resolution of inquiries/problems. Individual reports directly to the Assistant Director.

Job Standards

High School diploma or equivalent is required plus a minimum of at least two (2) years related experience in customer service, CSEA, or court/legal processes. Must possess a valid driver’s license and acceptable driving record. Must meet and maintain qualifications for driving to conduct county business at all times as a continued condition of employment.

Essential Functions

• Answers large volume of incoming calls and greets clients in a professional and timely manner. Identifies and addresses client needs, clarifies information, solves problems and provides solutions as needed. Submits referrals or directs client to appropriately identified staff;
• Processes all incoming correspondence, including but not limited to mail, e-mails, and faxes;
• Accepts and timely processes support payments via cash, check, money order, and credit card payments;
• Accurately batches daily payments for deposit and balances cash drawer;
• Conducts daily bank run;
• Provides administrative support to enhance productivity and effectiveness of the Agency including, but not limited to, working reports; reviewing IV-D contract timesheets, filing, and assisting with standard correspondence;
• Prepares incoming Process of Service Packets from court and Administrative Hearing Officer for the Deputy to serve;
• Processes completed services packets from the dedicated Sheriff Deputy to the appropriate case;
• Monitors and processes data in accordance with local and state policy in the Support Enforcement Tracking System (SETS) including, but not limited to, updating demographic information, printing payment histories, and releasing held payments;
• Communicates Agency news to clients through the State web portal bulletin board;
• Demonstrates regular and predictable attendance;
• Attends various training sessions, video conferences, and workshops;
• Performs typing, word processing, data entry and related computer operations;
• Works overtime and outside of typical work schedule/business hours as required; and
• Additional duties as assigned by supervisor.

Equal Opportunity Employer
M/F/D/V