OAG - Child Support | Customer Engagement Associat

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS\_HRAM\_FL.HRS\_CG\_SEARCH\_FL.GBL?Page=HRS\_APP\_JBPST\_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=107585andPostingSeq=1Job DescriptionAre you interested in mission-driven work? Do you enjoy helping others? Join the Office of the Attorney General's Child Support Division (CSD) in our mission to encourage responsible parenting by promoting the involvement of both parents and ensuring children receive the support they need and deserve.The Texas Attorney General - Child Support Division prioritizes the importance of customer service delivery excellence. Many families of Texas rely on our services to establish parentage, establish monetary and medical support obligations, and enforce and modify court ordered support. These interactions with customers can be challenging due to the sensitive and personal nature of the topics being discussed. Therefore, Customer Engagement Associates must express the highest level of empathy, seeking to truly understand both the observable and underlying intent of our customers. The Child Support Division is invested in meeting customers in the communications channels where they are reaching out, and therefore Customer Engagement Associates must be prepared to meet those customers by phone, chat, email, or other new channels as the organization evolves to satisfy customer needs and exceed expectations.Customer Engagement Associates exhibit an understanding of the importance of customer service excellence and remain flexible and innovative in finding the best way to exceed customer expectations. They must work collaboratively with internal child support field office staff to find and execute solutions to customer inquiries. The Customer Engagement Associate is a professionalized role, with opportunities for career development in the areas of customer experience enhancement. An associate must be able to handle the demands of a high volume of calls.This position may be based in any city in Texas with an OAG Child Support Division office. Internal candidates selected will continue to report to their current worksite.Employees of the OAG experience the challenge and honor of public service while enjoying a healthy work-life balance; developing hands-on experience; and engaging camaraderie with their colleagues across the state. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large state agency making a positive difference in the lives of Texans.ESSENTIAL POSITION FUNCTIONSResponds to high volume of customer inquiries and complaints regarding child support case processing and status; provides accurate and timely information to customers from a contact center environment with a high level of customer service.Researches case information on the Children Are My Priority system (ChAMP) and requests information from field office staff; maintains current knowledge of child support policies and procedures, Texas Family Law, federal regulations, and other states' IV-D regulationsAssesses child support cases to determine appropriate actionConducts desktop research to locate parties, verify employment and determine assetsExplains Child Support Program policies, procedures, and regulations to customersDocuments all actions takenReview and maintain child support virtual files for accuracy in ChAMPProvides training and technical assistance to office staffPerforms related work as assignedMaintains relevant knowledge necessary to perform essential job functionsAttends work regularly in compliance with agreed-upon work scheduleEnsures security and confidentiality of sensitive and/or protected informationComplies with all agency policies and procedures, inclu ing those pertaining to ethics and integrityMINIMUM QUALIFICATIONSEducation: Graduation from high school or equivalentEducation: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, credit collections, investigations, legal assistant, legal secretary, customer service, or IV-A eligibility specialistA candidate selected for an interview must pass (score of 75% required) a Listening Skills test before the interview is scheduledSkill in interviewingSkill in using a personal computer for word-processing and data entry/retrievalSkill in basic mathematical computationsSkill in handling multiple tasks, prioritizing, and meeting deadlinesSkill in effective oral and written communicationSkill in exercising sound judgment and effective decision makingAbility to receive and respond positively to constructive feedbackAbility to work cooperatively with others in a professional office environmentAbility to provide excellent customer service and to handle a high volume of calls on a daily basisAbility to handle unexpected and unpredictable situations and customer communicationAbility to appropriately handle stress and the demands of interaction with customersAbility to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave)Ability to arrange for personal transportation for business-related travelAbility to work more than 40 hours as needed and in compliance with the FLSAAbility to sit for prolonged periods of timeAbility to lift and relocate 30 lbs.Ability to travel (including overnight travel) up to 5% Ability to type 35 words per minute (Typing test required at time of interview)PREFERRED QUALIFICATIO