Customer Services Representative

POSITION SUMMARY: 
This position provides legal, technical, financial, and clerical support to the Child Support agency staff and Attorney; and to provide responsive, courteous, and efficient service to custodial and non-custodial parties while supporting the Agency’s requirement to meet federal and state performance standards.  

ESSENTIAL FUNCTIONS: 
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned. 

• Process in-coming agency mail, date stamping, entering in relevant computer system, and routing to appropriate staff. Prepare and process out-going mail.
• Answer telephone calls, determine case number or/or service need, and transfer to appropriate agency staff.
• Perform general clerical duties including, but not limited to typing, data entry, copying, filing, scanning, and faxing documents.
• Greet and direct clientele at reception window, collect information, determine service needs, and direct them to the appropriate agency staff.
• Provide general Child Support program information, explains court actions, penalties, costs, and provides resources for legal counsel, and assistance programs.
• Maintain files including those of a highly sensitive and confidential nature.
• Respond to public and agency inquiries concerning child support issues, individual case status, and financial status.  Interpret, translate, and explain judgment/orders, financial account and monthly billing statements to case participants and/or attorneys and other agency staff.
• Receive, process, and coordinate incoming court papers, including scanning and correctly coding documents. 
• Verify child support payments to outside requestors and return completed responses.
• Receive, process and distribute judicial calendars as well as jail inmate roster internally to department staff.
• Assist Specialists in obtaining information regarding parent location, including updating address, name, and employer information.
• Process and send application forms to case participants seeking agency services.
• Produce verification of orders/income to provide authenticated copies of payment records for other assistance programs.  Verify accuracy of court orders being submitted to state computer systems.
• Receipt payments received in the Department. 
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES   
This section details the essential competencies required to perform the job effectively, including a mix of technical knowledge, practical skills, and personal attributes. 

• Knowledge and ability to enter and/or retrieve data in the State of Wisconsin KIDS (Kids Information Data System, and other systems, such as, but not limited to, CARES, DOT, PRISM, CCAP, WAMS, WISACWIS, DIHLR, Vital Records, CLEAR, and various state department policy and procedures.
• Knowledge of State's Central Office Reporting system.
• Knowledge of standard and legal office practices, procedures, and clerical techniques.
• Knowledge of Wisconsin Statutes and ongoing statutory changes, procedural changes, and form changes.
• Skill to take notes and accurately incorporate essential details in preparing legal documents. 
• Ability and skill to prepare Court documents in a timely and accurate manner. 
• Understanding of the structure, functions, and procedures of local, state, and federal government agencies, particularly within Wisconsin.
• Familiarity with state and federal laws, regulations, and policies that pertain to the job, including Wisconsin Statutes and administrative codes.
• Knowledge of effective customer service practices and the ability to apply them in a public sector environment.
• Ability to interact professionally, respectfully, and tactfully with individuals from diverse backgrounds.
• Awareness of local community resources, public services, and social programs available to residents.
• Technical proficiency in the use of relevant software applications, databases, or other technology tools used in the position (e.g., Microsoft Office, Outlook, SharePoint, etc.).
• General knowledge of standard office procedures, practices, and equipment.
• Strong organizational skills and the ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced environment.
• Ability to perform tasks with a high degree of accuracy and attention to detail, particularly in the review and processing of documentation.
• Ability to adjust to changing priorities, policies, and work demands.
• Ability to work effectively as part of a team, collaborating with colleagues across departments to achieve common goals.
• Ability to apply ethical judgment and maintain confidentiality regarding business-related files, reports, and conversations, within the provision of open records law and other applicable State and Federal Statutes and Regulations.
• Ability to prepare clear, concise, and accurate written communications, including reports, correspondence, and documentation, tailored to the audience’s needs.

LANGUAGE SKILLS  
This section outlines the communication abilities necessary for effective performance.  These skills reflect the need to interact with the public, colleagues, and other stakeholders in a clear, professional, and effective manner.  

• Ability to explain relevant information effectively to custodial and non-custodial parties, case managers, and judicial staff.
• Ability to communicate effectively in English, both verbally and in writing, with a wide range of individuals, including the public, colleagues, and supervisors.
• Ability to read, interpret, and apply information from complex documents such as laws, regulations, policies, procedures, and reports.
• Ability to engage with the public, handle inquiries, resolve conflicts, and build positive relationships with a diverse population.

MATHEMATICAL SKILLS 

• Ability to calculate mathematical calculations. 
• Ability to comprehend complex financial and tax records.

REASONING ABILITY 
This section outlines the cognitive skills required to perform the job effectively.  This includes the ability to apply logic, make decisions, solve problems, and understand complex information.  

• Ability to identify and define problems, collect data, establish facts, and draw valid conclusions.
• Ability to make decisions that are sound, well-informed, and timely, even in stressful situations.
• Ability to analyze situations, consider various perspectives, anticipate potential issues, and make recommendations or decisions based on logical reasoning.
• Ability to interpret complex information, recognize patterns, and understand the implications of actions or decisions.
• Ability to think conceptually and understand the relationships between ideas that are not immediately obvious.

PHYSICAL AND WORK ENVIRONMENT: 
The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee’s supervisor.   

PHYSICAL REQUIREMENTS 

• This work requires the occasional exertion of up to 10 pounds of force; work regularly requires sitting, frequently requires standing, using hands to handle, feel, and perform fine motor skills and repetitive motions, and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms or below the waist.
• Sufficient vision to perform tasks such as reading documents, operating vehicles, or working with detailed data.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
• Ability to hear and understand speech at normal levels for tasks such as communicating with the public, colleagues, or over the phone.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
• Work has no exposure to environmental conditions.
• Work is generally in a moderately noisy location (e.g. business office, light traffic). 

WORK ENVIRONMENT 

• Work is primarily in an office setting.

MINIMUM QUALIFICATIONS: 

EDUCATION AND EXPERIENCE REQUIREMENTS 

• High School Diploma/equivalent.
• Minimum of two (2) years of office experience, with bookkeeping duties.
• Must have previous customer service experience inclusive of face-to-face and telephone contact.
• Previous experience in a child support agency, accounting, or legal setting is preferred.

LICENSES, CERTIFICATES, AND OTHER REQUIREMENT 

• Must successfully pass caregiver and criminal background check.
• Notary Public, if eligible.

Providing essential public services and administrative governance in Wisconsin.