Level II Representative

United States·Martin Countymid

Other

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Quick Summary

Key Responsibilities

– Respond to caller questions regarding child support case information by researching details and providing accurate explanations.

Requirements Summary

Demonstrated experience researching complex child support case details by reviewing employment information, payment histories, arrears balances,

Technical Tools

Other

Dept of Health and Human Services

Social Services

Business Services Coordinator I (S)

60042205

NC07

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

The Level II Representative position serves as a Level II Representative responsible for responding to Child Support Services (CSS) caller questions regarding their case by providing accurate information, researching employment details, and making appropriate referrals.

This role handles escalated and complex inquiries from Level I Representatives while supporting customer understanding of child support processes, timelines, payment information, and required documentation. It also supplements Level I staff by updating demographic data, assisting with participant website registration, generating system documents, and explaining notices and application procedures. Work is performed within the Customer Service Child Support unit and includes documenting interactions and notifying responsible case managers through the statewide Automated Collection and Tracking System (ACTS).

Key Duties Include:
– Respond to caller questions regarding child support case information by researching details and providing accurate explanations.

– Handle escalated and complex inquiries from Level I Representatives and resolve issues requiring advanced program knowledge.

– Research employment information, payment histories, arrears balances, and tax payment records as needed to support case resolution.

– Update demographic information in case records within the Automated Collection and Tracking System (ACTS).

– Provide assistance with participant website registration and navigation to support customer access to their case information.

– Generate ACTS documents for callers and explain notices, application processes, fees, timelines, wage withholding details, and payment distribution information.

– Document customer interactions in ACTS and notify responsible case managers of follow‑up needs.

– Make referrals to appropriate CSS staff or external resources when required to resolve customer concerns.

– Provide appointment and hearing dates and times as applicable to ensure callers receive complete and timely information.

– Assist the ACTS Help Desk when needed to support system users with technical or procedural questions.

Requirements

~1 min read

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 or General Educational Development (GED) diploma and four years of related administrative experience

An equivalent combination of education and experience.

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.

Tresha Walker

DHHS Workday Support Form

Location & Eligibility

Where is the job

Martin County, United States

On-site at the office

Who can apply

About this job

Pay per year: $37,377–$65,408 a year; 24% below the $67,500 median for Other jobs on Jobera (122,729 salaries).
Who can apply: United States
Posted: 4 days ago
Employer: has 1,654 open jobs on Jobera.