Systems & Methods, Inc. (SMI)

Customer Support

• Receiving and responding to calls and correspondence from child support clients in accordance with Standard Operating Procedures and contractual obligations.
• Answering incoming calls in a timely manner
• Providing callers with accurate account information and educating them on appropriate policies and procedures
• Effectively redirecting callers to the appropriate area/agency when necessary
• Maintaining knowledge of procedures and systems
• Communicating client concerns and feedback to management
• Researching and processing all correspondence received by email, fax and mail

Customer Service Representative, Part-Time

Project Manager

• Help lead projects and initiatives, managing business requirements, timing, risks, issues, decisions, interdependencies, and milestones.
• Develop comprehensive project plans, defining scope, objectives, deliverables, and timelines.
• Lead cross-functional teams to execute projects efficiently and effectively.
• Leverage your knowledge of payment processing and/or fintech solutions to provide insights, guidance, and solutions to project challenges.
• Ensure compliance with industry standards and regulations.
• Manage project resources effectively, including team members, budgets, and technology resources, to meet project goals.
• Identify project risks and develop mitigation strategies.
• Maintain clear and regular communication with stakeholders, including clients, team members, and executives, to provide project updates and ensure alignment with business objectives.
• Create and maintain detailed project documentation, including project plans, status reports, and documentation related to payment processing and fintech requirements.
• Ensure project deliverables meet quality standards and adhere to best practices in payment processing and fintech.
• Proficiently use project management tools such as Microsoft Project and Smartsheet to track and manage project progress, tasks, and dependencies.
• Mentor and coach team members, fostering a collaborative and high-performance work environment.

Project Analyst

Technical Writer

• Represent the Training and Documentation department on project teams.
• Research, outline, write, edit, and proofread documentation within the time frames established by a project schedule.
• Use source material, as well as interviews with subject matter experts, to obtain information for documentation purposes.
• Create and execute documentation plans.
• Follow established department guidelines in revising existing documents, writing all or portions of new documents, and submitting documents for review.
• Conduct tests and solicit input to ensure the clarity, completeness, technical accuracy, and quality of the documents produced.
• Review other technical writers’ documentation (as assigned) to ensure editorial and/or technical quality.
• Prepare releases of new and revised documentation.
• Remain abreast of technical writing standards.
• Perform other duties as assigned.

Accounting Manager

• Assist Project Director in SDU accounting functions.
• Reconcile SDU bank accounts to the SDU system each business day in accordance with Standard Operating Procedures and contractual obligations.
• Reconcile and research any discrepancies found.
• Work misapplied and non-negotiable payment instruments for collection.
• Process Stop Pay Affidavits

Accounting Clerk

Product Manager

• Responsible for leading the stability of existing products and development of new products and features including the smiONE prepaid card and the Kudzu debit card and digital banking solution.
• Provide direct supervision, motivation, and coaching for assigned personnel.
• Develop internal reporting and control systems to determine if processes, systems, and applications are achieving desired outcomes.
• Oversee the testing and documentation of new products as well as creating training.
• Maintain relationships with key vendors for Processing and Card Manufacturing.
• Represent the voice of the customer and market in product decisions.
• Act as the primary product liaison between leadership, technology, operations, business development, and external partners.

Director of Product

• Responsible for responding and processing different types of correspondence according to Standard Operating Procedures and contract requirements.
• Research and process returned warrants (i.e. payments)
• Process and document new court orders and forms
• Create new and maintain existing child support cases.
• Review and process applications for Direct Deposit and the Texas Payment Card program.
• Contact and assist custodial parents, non-custodial parents, employers, counties, and attorneys to obtain information as needed.
• Assist employers with electronic payment options.
• Conduct outreach to employer and other states to convert them to an electronic payment method.

Customer Service Auxiliary

• Responsible for receiving calls from child support client stakeholders in accordance with Standard Operating Procedures and contractual obligations
• Categorize all calls received in one of the categories provided
• Record any abusive and/or extraordinary calls
• Be responsible for other duties as assigned

Customer Service Representative

• Responsible for receiving calls from child support client stakeholders in accordance with Standard Operating Procedures and contractual obligations;
• Categorizing all calls received in one of the categories provided;
• Record any abusive and/or extraordinary calls;
• Be responsible for other duties as assigned.