This position requires a person who demonstrates strong customer service skills. Will work with customers who may be uncooperative or reluctant to establish, modify or pay child support orders. Contact may be via face to face, telephone or other electronic means. This position serves as a member of a casework team and will perform casework activities related to income withholding, medical support enforcement, administrative levy, license sanction and employer customer service.
Reviews and monitors child support cases for specific actions by reviewing and processing system generated calendar flags, printouts and documents and takes the next steps as appropriate, follows up on actions to ensure timely and accurate processing of casework, addresses customer inquiries, responds to questions and gathers additional information as needed. This position will also handle case referrals, provide information and respond to questions and complaints from the employers, case parties, financial institutions, CSRU field offices, Clerks of Court and other groups.
Requires a person that can independently analyze a variety of complex case situations applying State and Federal policies and regulations. Assists in the implementation of local program goals and objectives for achieving statewide Child Support Recovery Unit goals.
This position requires a highly motivated, organized individual with excellent written and verbal communication skills, and the ability to:
Manage assigned caseload and demonstrate critical thinking skills required to complete complex tasks independently.
Read and comprehend complex instructions including federal, state and local laws, policy and procedures applicable to the Child Support Recovery program and apply it to child support casework.
Produce work that requires extreme accuracy.
Prioritize complex tasks and time to meet established performance goals and critical deadlines.
Perform mathematical calculations needed to accurately reflect support obligations and balance computations.
Provide complete and accurate program information when dealing with internal and external customers. Represent the department in a professional cooperative manner so that the unit's goals and credibility are maintained.
Interact with employees and customers in a manner that is consistent with quality customer service delivery.
Resolve problems/issues by using good listening and positive conflict resolution skills.
Adjust and adapt to work pressures, change or difficult situations impacting people or groups without unusual stress reactions.
Work productively in a team environment; build, foster & maintain partnerships at a variety of levels.
Accurately enter, retrieve, file, generate and correct case folders and/or information from ICAR and various data base systems.
Accurately retrieve, upload and index mail from Electronic Mail System.
Navigate efficiently in a Windows environment.
Effectively utilize Microsoft Office: Word, Excel; Outlook and the ability to learn and use other personal computer programs and data bases as necessary.
Comprehend and adhere to the confidentiality provisions stated in the Code of Iowa.
Follow instructions and directives.
Maintain high attendance as excessive absenteeism negatively impacts the child support program.
Write clear, concise and accurate letters that are grammatically correct.
Travel occasionally when training or work is required outside of the office.
Applicants may attach a resume/cover letter to the online application.Additional Qualification
Position requires successful completion of a criminal background check to include FBI fingerprinting.
Our agency uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
Graduation from an accredited four-year college or university with a bachelor's degree in any field.
A total of four years of education (as described in number one) and/or full-time experience in accounting, secretarial, or office support work collecting, compiling, reporting, examining and/or editing numerical data; coding and qualifying people for benefits, licenses, or other transactions; preparing and keeping budgetary accounts and projections; organizing and implementing office support operations; advising on procedural processes; or other work that provided direct support and exposure to substantive agency programs, where one year of full-time experience is equal to 30 semester hours of education.
Current, continuous experience in the state executive branch that includes experience equal to 12 months of full-time work as a Secretary 2, Clerk Specialist, Public Service Supervisor, Accounting Technician (any level), Purchasing Assistant, or Human Resources Technical Assistant