Level III Representative

Agency

Division

Job Classification Title

Business Services Coordinator II (S)

Position Number

Grade

NC09

About Us

North Carolina State Government is one of the states largest employers with over 76000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies offices and universities each providing important public services.

Eligible state employees are entitled to comprehensive benefits including a variety of leave options professional development opportunities insurance and more. To learn more about the benefits of being a North Carolina state employee visit the N.C. Office of State Human Resources website.

Permanent temporary and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today!

Description of Work

Provide Automated Collection and Tracking System (ACTS) Help Desk first level production support to endusers for approximately 1600 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 callers 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: 41206 - $72113

Recruitment Range: $41206 - $46000

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 federal funds.

This position will close at 11:59 p.m. the night before the end date.

About the Division of Social Services (DSS):

The Division of Social Services (DSS) provides direct services that address issues of poverty family violence and exploitation. We aim to prevent abuse neglect and exploitation of vulnerable citizens and promote self-reliance and self-sufficiency for individuals and families.

Compensation & Benefits:
The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options standard and supplemental retirement plans and the NCFlex program (numerous high-quality low-cost benefits on a pre-tax basis). Employees also receive paid vacation sick and community service addition paid parental leave is available to eligible employees.

Visit website forState Benefits

Supplemental and Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employerthat embraces an Employment First philosophy which consists of complying with all federallaws state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications internal equity and budgetary considerations pertinent to the advertised position.

In accordance with the Governors Executive Order 303 our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process
Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas to include the following: Education including high school and all degrees obtained Work Experience and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Applicantsmaybe subject to a criminal background check. All candidates selected for positions considered Positions of Trustwill besubject to a criminal background check.
• Due to the volume of applications received we are unable to provide information regarding the status of your application over the phone. To check the status of your application please log in to your account. Upon the closing date applications are Under Review and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service please visit the NACES membership website at Credit Verification

  Degrees must be received from appropriately accredited institutions. Transcripts degree evaluations and cover letters may be uploaded with your application.

  Veterans and National Guard Preference

  • Applicants seeking Veterans Preference must attach aDD-214 Member-4 Form(Certificate of Release or Discharge from Active Duty) to their applications.
  • Applicants seeking National Guard Preference must attach an NGB 23A (RPAS) along with the state application if they are a current member of the NC National Guard in good standing.
  • Applicants who are former members of either the NC Army National Guard or the NC Air National Guard with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22 along with the state application.

  ADA Accommodations

  Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA) DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment DHHS will ensure that people with disabilities or known limitations covered by the PWFA are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process please contact the person indicated below.

  CONTACT INFORMATION:

  If there are any questions about this posting please contact Talent Acquisition at. Resumes will not be accepted in lieu of completing this application.

  Minimum Education and Experience

  Some state job postings say you can qualify by an equivalent combination of education and experience. If that language appears below then you may qualify through EITHER years of education OR years of directly related experience OR a combination of both. See the Education and Experience Equivalency Guide for details.

  High school of General Educational Development (GED) diploma and five years of related administrative experience; or an equivalent combination of education and experience.

  EEO Statement

  The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination harassment or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy childbirth or related medical conditions; and for religious beliefs observances and practices.

  Recruiter:

  Cheryl Adams Eatmon

  Recruiter Email: