Systems & Methods, Inc. (SMI)

Bilingual Customer Service

• Answering incoming calls in a timely manner
• Providing callers with accurate account information
• Effectively redirecting callers to appropriate areas/agency
• Maintaining knowledge of procedures and systems
• Communicating client concerns and feedback to management
• Researching and processing correspondence received by email, fax and mail

Bilingual Customer Service Representative

Customer Support

• 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, 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, document and request actions within the state’s system regarding technical problems that hinder case processing.

Bilingual Customer Service Surge Representative

• Customer Service Representatives are responsible for responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements and other duties, as assigned.
• This position 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.
• Customer Service Representatives document 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.

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

Bilingual Customer Service Representative

Bilingual Customer Service Surge Representative

Bilingual Customer Service Representative

Data Entry Operator, Part Time