Customer Service Representative - KPC

Job Description

Job Description

SUMMARY OF POSITION

The Customer Service Representative represents YoungWilliams and provides outstanding customer service to both internal and external customers by professionally answering all calls and ensuring that customers receive accurate information politely and promptly.

ESSENTIAL JOB REQUIREMENTS

• Responds to incoming calls from employers, IV-D and Non IV-D customers, state and local child support staff, child support staff from other states, and other individuals concerned with remitting child support payments to the SDU.

• Assists custodial parents in establishing electronic disbursement either through the direct deposit or debit card program.

• Facilitates the retrieval of payment document images and other correspondence received by the SDU to authorized individuals.

• Performs research on unidentified payments received by the SDU and properly identify the source and the intended recipient.

• Quickly navigates through multiple computer screens in order to provide correct information to inquiring parties within acceptable service timeframes.

• Initiates outreach calls to offer alternate EFT disbursement and payment options.

• Accountable for accurate and timely documentation of customer contact in the automated system.

• Ensures the confidentiality of all information.

• Maintains a professional demeanor under stressful circumstances.

• Accountable for accuracy and completion of all transactions within established service level guidelines.

• Adheres to all safety and security procedures.

• Adheres to overall site Risk Activities, such as daily document shredding, and piggybacking.

• Contributes to the site wide accuracy rate of 99.99%

• Regular and timely attendance

• Other duties as assigned

REQUIRED EDUCATION

A high school diploma or GED required.

REQUIRED EXPERIENCE

Two years customer service experience involving banking, human service programs or related fields preferred.