Call Center Specialist (Office Specialist, UMP)

State of Illinois•Springfield, IL

1d•$4,414 - $5,926•Onsite

About The Position

The Department of Healthcare and Family Services, Division of Child Support Services is seeking to hire a highly qualified and motivated professional to join our Call Center in the role of Office Specialist. This position will review child support accounts to ensure accuracy of balances and will work with customers to resolve inquiries about income withholding inquiries. The ideal candidate will have excellent mathematics, communication, organizational, and analytical skills to be successful in performing the operations of the Call Center Unit 3 while maintaining working relationships with other governmental professional organizations. HFS values employees with different backgrounds, life experiences, and talents. Employees receive a robust benefit package including: Monday-Friday work schedule Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.) Health, Life, Vision, and Dental Insurance Pension Plan Paid Parental Leave Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare) Employees earn (12) paid Sick Days annually. New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually. Employees earn (3) paid Personal Days annually. (13-14) paid holidays annually (based on start date) If you are seeking a new opportunity, and this position appeals to you, please apply today! At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained. HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion. We welcome and value employees with different backgrounds, life experiences, and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation. HFS is an equal opportunity employer.

Requirements

Requires knowledge, skill, and mental development equivalent to two (2) years of secretarial/business college and one (1) year of office experience, or completion of high school and three (3) years of office experience, or three (3) years of independent business experience.
Requires ability to keyboard accurately at 30 words per minute
Requires the ability to pass a national background check prior to employment due to accessing confidential federal tax information.
Requires the ability to utilize and maintain state issued equipment such as a laptop.

Responsibilities

Serves as Call Center Specialist by performing complex, specialized paraprofessional and technical functions for Team E in Unit 3 of the Division of Child Support Service’s (DCSS) Call Center
Researches and resolves appointment issues
Researches multiple case and docket issues via the statewide database systems and the Cook County Circuit Clerk System
Resolves customer inquiries by serving Income Withholding Notices (IWNs) on the Department of Employment Security
Explains the legal process to CPs and NCPs without giving legal advice
Confirms if Voluntary Acknowledgement of Paternity (VAP) has been received
Determines if modification is warranted and explains to CPs and NCPs reasons for denial and/or next steps in the modification process
Explains to CPs only Healthcare & Family Services' (HFS) balances vs. CP's balances
Contacts other state workers to resolve discrepancies in account balances and to request status on cases pending in the other state
Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Benefits

Monday-Friday work schedule
Flexible work schedules are available in many program areas.
Health, Life, Vision, and Dental Insurance
Pension Plan
Paid Parental Leave
Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
Employees earn (12) paid Sick Days annually.
New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
Employees earn (3) paid Personal Days annually.
(13-14) paid holidays annually (based on start date)