Level III Representative

Agency Dept of Health and Human Services Division Social  Services Job Classification Title Business Services Coordinator II (S)
Position NumberGradeNC
09

About UsThe 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…