Friend of the Court Lead Customer Service Specialist

Description

SUMMARY:
The Friend of the Court (FOC) Lead Customer Service Specialist provides direct customer service for paternity, support, custody, and parenting time cases, ensuring timely and accurate responses to public inquiries. Responsibilities include resolving issues, processing case actions, and maintaining compliance with all relevant regulations, while providing quality and timely service to the public and judiciary. This role involves resolving complex inquiries and acting as a lead for the customer service team. This position reports to the FOC Specialist Supervisor.

ESSENTIAL FUNCTIONS:
• Customer Interaction: Respond to inquiries via multiple channels in a courteous, discrete, and professional manner.
• Case Resolution: Research and resolve customer issues, ensuring compliance with court procedures and regulations.
• Information Dissemination: Clearly and accurately communicate court procedures, policies, and information to customers in a way that they can easily understand.
• Customer Feedback: Collect and share customer feedback for service improvement.
• Data Management: Accurately verify, record, update, and maintain case information in the child support enforcement system, case management system, and other court databases.
• Case Processing: Initiate establishment, modification, and enforcement actions, and ensure completion thereof.
• Knowledge Maintenance: Maintain up-to-date knowledge of court processes, procedures, policies, and laws.
• Problem Identification and Escalation: Identify common problems, escalate to management, and suggest possible solutions and/or improvements.
• Data Reporting: Maintain statistical data.
• Compliance: Adhere to all relevant policies, procedures, and regulations.
• Genetic Testing: Collect genetic test samples and process accompanying documentation.
• Lead Work: Assign work and monitor progress; train staff and assist in drafting and maintenance of departmental manuals; represent the court on local, state, and federal workgroups, as assigned
• May perform any duty of an equivalent or lower classification in the bargaining unit.
• Performs other duties as assigned.

QUALIFICATIONS, LICENSES and CERTIFICATIONS:
• Bachelor's degree in a relevant field, preferably in social work, sociology, psychology, legal studies, or a related field or experience commensurate with the job that demonstrates the required skills and competencies which may be considered in lieu of a Bachelor degree [equivalent experience in case management, investigative, or dispute resolution in a legal, social service, or high-impact/ high volume customer service work environment].
• Two (2) years of successful experience as a FOC Customer Service Specialist OR two (2) years of successful experience within the last two (2) years as a Domestic Relations Specialist or Information Specialist II or combination of the two working a lead role on the FOC Customer Service Window.
• Comparable experience with another court will be considered.
• Proficiency in Microsoft Office/Google Suite and relevant court systems.
• If an employee drives on behalf of the Court, the employee must possess and maintain a valid Michigan driver's license, no fault insurance and access to a vehicle to use in the performance of assigned duties.

KNOWLEDGE, SKILLS, and ABILITIES:
• Strong investigative, analytical, and problem-solving skills.
• Ability to learn, retain, expand, and apply knowledge of Court policies and procedures.
• Ability to prioritize tasks, adapt to changing priorities, meet deadlines, and remain calm in high stress situations
• Ability to independently and efficiently produce quality work in a high-volume, deadline driven environment.
• Ability to actively anticipate, identify, and resolve issues.
• Ability to understand and carry out instructions and request clarification when needed.
• Ability to maintain confidentiality, exercise sound judgement, and handle sensitive information with discretion.
• Ability to collaborate effectively with colleagues, fostering a positive work environment, and demonstrating leadership qualities.
• Excellent customer service, interpersonal, and communication skills.
• Ability to operate office equipment, including computers, copiers, software and other technology.
• Cultural competency and ability to work with diverse populations.

ADDITIONAL REQUIREMENTS:
• Successful completion of criminal and IV-D background check, fingerprinting and rechecks.
• Applicants must be legally authorized to work in the U.S.
• May be assigned to alternate work locations and/or training sites and will be responsible for transportation to those locations.


PHYSICAL REQUIREMENTS:
• Must be able to lift 25 lbs.

The above statements describe the general nature and level of work performed by employees assigned to the title. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this description. Specific job duties vary from position to position.

Grant funded positions are contingent on availability of grant funding and may be terminated should funding substantially reduce or cease. The affected employee may be considered as a candidate for other vacant positions within the Court for which they are qualified.

Requirements

ELIGIBILITY : This examination is open to anyone who meets the minimum qualifications.


SELECTION : Applications will be screened for compliance with eligibility requirements and minimum qualifications. Selection will be based on appropriate job-related criteria. Applicants who achieve a passing score on each portion of the screening process shall be placed on the eligibility list.


NOTE : Information provided on application forms and subsequent verification thereof may be used to determine applicant's qualifications for this position . Incomplete or illegible applications will not be considered . Faxed or emailed applications are not acceptable .

SCREENING EXAMINATION COMPONENTS AND WEIGHTS (Total 100% MAX-70% MIN)

Evaluation of Training, Experience & Personal Qualifications Pass/Fail


Interview 100%

APPLICATION PROCEDURE& DEADLINE :

APPLICATIONS FOR THIS POSITION WILL ONLY BE ACCEPTED IN ELECTRONIC FORM THROUGH THE COURT'S WEBSITE: . The direct link to this site:

A valid email address is required to apply. Applicant will receive a confirmation after successful submission of the electronic application. An official copy of all transcripts/diplomas must be available at time of interview. Resumes may be included with the application form, but may not be substituted for it. Applicants with disabilities may be entitled, under applicable State and Federal law, to reasonable accommodations to facilitate participation in the examination process. If you will require special accommodations because of a disability, please call View phone number on click.appcast.io.


POSTING : This notice must be posted on all bulletin boards until the filing date has expired.


** AN EQUAL OPPORTUNITY EMPLOYER **

Equal Employment Opportunity Policy

The Court is an equal opportunity employer and does not discriminate against otherwise qualified individuals on the basis of age, gender, race, religion, color, national origin, handicap/disability, marital status, sexual orientation, gender identity, height, weight or any other legally protected status. The prohibition against employment discrimination may extend to conduct that employees are subjected to from vendors, contractors, customers, or others who enter the workplace. Unlawful discrimination may include, but is not limited to, employment actions related to recruitment, examination, transfer, appointment, training, promotion, or the administration of employee benefits. The Court is committed to complying with all applicable federal, state, and local laws that pertain to employment.


In addition to wages, retirement plan, medical, dental, and vision benefits, the Court offers generous vacation time and has an extensive holiday schedule that includes paid end-of-year shut down. Additionally, employees of the Court may be eligible for forgiveness of their student loans under the federal Public Service Loan Forgiveness (PSLF) program. More importantly, if you are service-oriented and have an interest in work that is closely connected to the community, employees of the Third Judicial Circuit of Michigan are rewarded with the satisfaction of participating in the provision of justice in Michigan's largest, most populous county.