State of Arizona Hiring for CHILD SUPPORT SERVICES CALL CENTER AGENT at Phoenix, AZ Full Time

The Arizona Department of Economic Security (DES) is looking for highly skilled individuals who are committed to service, community, and teamwork to be part of our amazing culture of helping Arizonans reach their full potential through temporary assistance.

The DES, Division of Child Support Services (DCSS) is seeking an experienced and highly motivated individual to join our team as a Child Support Services Call Center Agent (CSS Officer 2) with the Customer Service Region. This position is responsible for direct client contact and assists in collection efforts by handling a high volume of incoming calls and emails from custodial and non-custodial parents, caretakers, employers and other jurisdictions; reviewing and analyzing the automated case management system, interpreting data and responding to callers within required timeframes of the region.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona, unless an exception is properly authorized in advance.

Job Duties:

• Answer and respond to a high volume of incoming calls and email messages from custodial and non-custodial parents, caretakers, employers and other jurisdictions within required regional time frames.
• Accurately explain criteria for requested actions based upon federal, state and agency rules and regulations, policy and procedures in timely and efficient manner.
• Access case history to review, interpret, and analyze data and assess information.

Knowledge, Skills & Abilities (KSAs):

• Strong understanding of In-bound/Out-bound call center policy, procedures and regulations governing confidential information and privacy through extensive experience.
• General working knowledge of interactive voice response systems, automated dialers and the computer system; automated office systems and equipment.
• Strong understanding of case management principles and techniques.
• Skilled in use of interviewing techniques to obtain accurate information.
• Skilled in handling a high volume of in-bound calls; meeting established response times to resolve questions, issues and discrepancies.
• Excellent communication skills (both oral and written).
• Experience monitoring, tracking and analyzing data.
• Ability to meet performance measures while providing excellent customer service; maintain up-to-date knowledge of policy and procedures.
• Ability to multi-task and thrive in a fast-paced, performance driven environment.
• Ability to improve performance with call center hardware and software.
• Ability to analyze and interpret data related to court orders.
• Ability to effectively use the automated case management system; effectively use electronic messages as a communication tool; understand related child support enforcement techniques and activities.
• Ability to work from 9:00 a.m. to 5:30 p.m. Monday through Friday.

Selective Preference(s):

• The ideal/preferred candidate will have: At least two (2) years of extensive In-bound/Out-bound call center experience; or skilled in: case management; investigative research and analytical ability; court order interpretation.

Pre-Employment Requirements:

• Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• Arizona Level One Fingerprint Clearance Card.
• The position will require the possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any driver training (see Arizona Administrative Code R2-10-207.12). Individuals may be required to use their personal motor vehicle.

Benefits:
We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.

• Affordable Health, Dental, Vision and Life and Disability Insurance
• 10 holidays per year
• Paid Vacation and Sick time off – start earning it your 1st day
• Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)
• Contribute to, and participate in the Arizona State Retirement System
• Ride Share and Public Transit Subsidy
• Career Advancement Opportunities
• Tuition reimbursement
• Opportunity to work remotely (home office) on an ad-hoc basis

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:
State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us:
For questions about this career opportunity, please contact Yolanda Knori at (602) 542-4532 or [email protected].

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting (602) 542-8900. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.