Level III Representative

About the role

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. Description of Work Title IV, Part D of the Social Security Act, the Child Support Services Section within the Division of Social Services establishes administrative procedures and financial accountability for core services: 1) Location of the Non-Custodial Parent; 2) Establishment of Paternity; 3) Establishment of Support Obligation; 4) Collection of Support Payments; and 5) Enforcement of Support Obligation. There are four units of organization in the Central Office, and the Business Services Coordinator II position is located within Compliance and Support which is located at the Customer Support Call Center located in Martin County, NC. This role is in a fast‑paced, high‑volume call center, with a steady flow of incoming calls each day. The primary responsibilities of this position are to: - Provide Automated Collection and Tracking System (ACTS) Help Desk first level production support to end‑users for approximately 1,600 child support workers using ACTS and child support websites - Open support tickets to document and track progress of production issues - Research customer reported system issues and escalate system bugs or complex issues to the ACTS Functional team - Troubleshoot user login, password, and account access issues - Assist users with navigation of ACTS screens, workflows and basic system functions - Resolve common user errors, screen issues, or data entry problems Role must also: - Provide accurate information to callers about their case(s) - Provide basic participant website registration assistance - Generate ACTS documents for callers upon request - Explain notices, application process and fees for child support services - Explain service timelines, wage withholding information, arrears balances and payment distribution information - Provide appointment/hearing dates and times - Explain all areas of child support and make appropriate referrals - Research tax payments - Research missing payments - Support Care Line referrals - Explain CSS policies and how they apply to individual cases involving clients, non custodial parents, and employers - Research and verify employment information through external agencies and companies to confirm employment history - Regularly review manuals and policy updates to ensure personal practices remain accurate and up to date - Determine the appropriate referral or next steps based on the caller's needs - Handle escalated and complex customer inquiries from calls transferred from Level I and Level II reps - Update ACTS with address changes, email, phone number, detailed employment verification results and other relevant information - Data entry Knowledge Skills and Abilities/Management Preferences Salary Range: $41,206 - $72,113 Recruitment Range: $41,206 - $46,000 Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. The Knowledge Skills and Abilities/ Management Preferences are not required. Applicants who possess the following skills are preferred. Experience working in a call center setting addressing callers' needs Data entry experience Demonstrated ability to listen effectively, respond appropriately, and communicate information clearly both verbally and in writing Proficient in using office equipment and relevant software and systems to meet business needs Consistently complete tasks and processes accurately, thoroughly, and with attention to detail - Knowledgeable about CSS program procedures, methods, and practices, and skilled in applying them to specific situations This position is funded in part through federal funds. This position will close at 11:59 p.m. the night before the end date. About the Division of Social Services (DSS): The Division of Social Services (DSS) provides direct services that address issues of poverty, family violence and exploitation. We aim to prevent abuse, neglect and exploitation of vulnerable citizens, and promote self-reliance and self-sufficiency for individuals and families. Compensation & Benefits: The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, si

Benefits

Additional Information

Agency Dept of Health and Human Services Division Social Services Job Classification Title Business Services Coordinator II (S) Position Number 60042195 Grade NC09

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