Systems & Methods, Inc. (SMI)

Data Entry

• Process child support payments according to Standard Operating Procedures
• Process child support payments, both paper and electronic form, in the SDU system in accordance with Standard Operating Procedures

Data Entry Operator, Part Time

Customer Support

• Responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements
• Receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements
• Processes correspondence in accordance with Standard Operating Procedures and contract requirements
• Documents correspondence and contacts in accordance with Standard Operating Procedures and contract requirements
• Responsible for completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements

Customer Service Representative

• Responsible for handling and resolving intricate inquiries received through inbound calls and chats
• Provide exceptional customer service during a project-specific "surge"
• Ensure every interaction follows Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies
• Conduct case research, execute financial assessments, clarify legal enforcement actions, assist with paternity and case initiation
• Provide updates on modification statuses, document member information, and process requests for state forms

Customer Service Surge Representative

Customer Success Manager

• Strengthening service delivery, partner relationships, operational discipline, and business performance across SMI's operations
• Serve as day-to-day leadership extension of the SVPs for assigned SDUs
• Build strong working relationships with state partners
• Track partner commitments and follow up with internal owners
• Monitor service levels, operational metrics, client deliverables, incidents, complaints
• Support contract renewals, procurement activity, and partner development work

Vice President of Partner Success – Development

• Responsible for reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction meets the high standards of accuracy and professionalism required for complex child support inquiries.
• Act as a guardian of service quality, monitoring Customer Service Surge Representative (CSR) performance and identifying areas for improvement.
• Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards.
• Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries.
• Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.

Customer Service Quality Surge Specialist

• Responsible for handling and resolving intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials regarding child support services during a project-specific “surge”
• Provide exceptional customer service and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies
• Conduct case research and execute financial assessments
• Clarify legal enforcement actions such as income withholding or license suspensions
• Assist parents with paternity and case initiation
• Provide updates on modification statuses
• Update and document member information
• Process requests for state forms and document technical problems hindering case processing

• Foster team excellence by establishing explicit performance objectives
• Manage daily call and chat volumes and assign specialist tasks
• Execute performance plans and evaluations for direct reports
• Monitor agent productivity and provide feedback; maintain documentation
• Lead training and development of new hires and staff
• Maintain high data integrity with daily operational metrics
• Identify technical issues and adhere to Standard Operating Procedures

Data Entry Operator, Part Time

Customer Service Representative

Customer Service Surge Representative

Vice President of Partner Success – Development

Customer Service Quality Surge Specialist

Customer Service Surge Representative

Customer Service Surge Supervisor