Child Support Specialist - Customer Service Call Center

SUMMARY OF POSITION

The Child Support Specialist position includes providing excellent customer service in all stages of the child support process. The specialist interviews customers by telephone and in person to determine service needs and to identify the next step needed in the case management process. The individual works to ensure all State, Federal, and contractual time frames are met concerning establishing and/or enforcing child support orders.

ESSENTIAL JOB REQUIREMENTS

• Initiates locate procedures to determine the customers’ address, employment, and assets.

• Obtains and processes information necessary for establishing the order.

• Conducts interviews with customers receiving and paying the support.

• Responds to incoming calls from employers, customers, and child support staff from other states regarding child support cases.

• Accesses system data, including state specific system(s) and appropriate internet resources to obtain relevant case information.

• Prepares cases and the necessary legal and/or administrative documents for review and approval by staff attorney and/or administrator/supervisor.

• Identifies administrative and legal remedies needed for enforcement of support orders.

• Maintains confidentiality and security of case information.

• Provides excellent customer service to internal and external customers

• Regular and timely attendance

• Other duties as assigned

REQUIRED EDUCATION

High school Diploma or GED

REQUIRED EXPERIENCE

• Minimum of 1 year of Customer Service experience is preferred.

• Experience in human services as a case manager or child support is preferred.

• Familiarity with an office environment including the use of automated systems is desired.