Job description

Basic Function
Provide customer service to participants phoning in to the Racine County Office of Child Support Services (OCSS) call center. This position requires individual judgment, initiative, and knowledge in carrying out the mission and responsibilities of the OCSS.

Essential Duties

• Provide customer service to participants phoning in to the OCSS call center by providing pertinent information, attempting to resolve issues, referring calls appropriately, or otherwise properly disposing of the call.
• Update KIDS case information and ensure accurate data for case management.
• Review KIDS (and/or any other child support data system) for referrals from IV-A and IV-E through CARES/KIDS interface as well as non-AFDC applications for services to determine if there is an existing IV-D case and determine appropriate child support services.
• Refer individuals to other services in the Racine County Workforce Solutions Center, and the community as needed.
• Refer to child support specialists those who provide questionable information and refer for possible fraud investigation those participants suspected of fraudulent activity
• Practice excellent customer service skills at all times to include, but not limited to, addressing customers’ and employees’ concerns courteously and promptly.
• Any other IV-D-related functions assigned by management, including providing clerical support to program specialists and attorneys, and providing service to participants at the reception desk.

Supervision Received
Receives direct supervision from the Team Supervisor assigned to specialty area, and supervision generally from the Operational Supervisor and the Director, and legal guidance from the attorneys.

Qualifications

• High School Diploma or GED.
• Strong candidate will have coursework or experience in conducting interviews and gathering information.
• Work experience in the use of personal computer and Microsoft Office programs.
• Experience in maintaining an organized, professional manner while providing effective customer service to a high-volume agency participant base.
• Prompt and regular attendance.

SPECIAL REQUIREMENTS: All Child Support Agency staff have access to federal tax information and therefore must remain in favorable adjudication status as set forth in the Racine County Child Support Agency Background Investigation Policy. Employees will be fingerprinted at the time of hire and every nine years and six months thereafter. Fingerprints will be submitted to the Wisconsin Department of Justice for state and FBI criminal conviction database queries. Unfavorable adjudication will result in termination from employment.

Knowledge Skills & Abilities

• Experience with computer programs to include Microsoft Word, Outlook, Excel, and Teams preferred.
• Ability to evaluate information and exercise independent judgment resolving problems and issues with child support customers seeking assistance from the call center, in an efficient and customer-friendly manner that allows caseworkers and other staff to concentrate on the establishment and enforcement functions of the program.
• Ability to communicate effectively orally and in writing, within the bounds of confidentiality.
• Ability to appropriately and professionally represent the OCSS, county and state in performing assigned duties and responsibilities following office policies and procedures.

This description has been prepared to assist in properly evaluating various classes of responsibilities, skills, and working conditions. It is intended to indicate the kinds of tasks and characteristic levels of work difficulty that will be required of the position. It is not intended as a complete list of specific duties and responsibilities; nor, is it intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of workers under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind and level of difficulty.

Become a part of the Racine County Team!!

To view a summary of the benefits offered, click on the link below

Racine County Benefits

Job Type: Full-time

Pay: $21.57 - $27.41 per hour

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