Customer Service Representative 2 - WEL

DEDICATED TO STRENGTHENING THE HEALTH, SAFETY, AND INDEPENDENCE OF IDAHOANS

• THIS ANNOUNCEMENT WILL BE OPEN UNTIL FILLED. APPLICANTS ARE ENCOURAGED TO APPLY AS SOON AS POSSIBLE TO BE CONSIDERED.Join Idaho Child Support Services as a member of the Data Specialist Team (DST), where your work serves as the foundation of Idaho's Child Support program. Every document you review, and process helps support the timely delivery of child support services for Idaho families. Your work directly supports families, courts, employers, and Child Support professionals across the state by ensuring critical information is accurate, complete, and available for timely action. As a Customer Service Representative 2, you will review, organize, classify, and process incoming documents that support child support establishment, enforcement, interstate actions, payment processing, and customer service throughout Idaho. This position is located in Boise. This position requires strong attention to detail, critical thinking, and the ability to make consistent workflow decisions while maintaining high standards of quality and timeliness. Employees work collaboratively with multiple Child Support teams to ensure documents and information are accurately prepared for downstream processing.New employees receive comprehensive training through the DST Academy, a structured onboarding program that provides progressive training in document management, customer service, court orders, interstate processing, workflow decision-making, and quality standards. This position offers an opportunity to develop specialized knowledge while making a meaningful difference for Idaho children and families.Successful employees are curious, adaptable, and committed to continuous learning. Whether reviewing court orders, processing applications, or supporting interstate case actions, every member of the Data Specialist Team contributes to the quality, consistency, and success of Idaho's Child Support program.This position is not eligible for telework.The Idaho Department of Health & Welfare is a drug-free workplace. Any applicant offered employment in this position at the Idaho Department of Health and Welfare will be required to pass a pre-employment drug test. In addition, successful candidates will be required to complete a criminal history background investigation. Employment is dependent upon satisfactory results of the investigation. BENEFITS:The State of Idaho offers a robust total compensation and benefits package, including but not limited to: We have one of the Nation's best state retirement systems (PERSI) that offers a lifetime benefit at retirement. 11 paid holidaysPaid sick and vacation that begins accruing on your first day of employment; can be used immediately after accruing (no waiting time) Paid parental leaveMedical, vision, and dental insurance benefits that become effective first of the month following your hire date. All contributions can be pre-tax (full-time/30+ hours per week)2 voluntary supplemental retirement plans including both pre-tax and Roth options Deferred compensation planLife insurance for self, spouse, and children Short and long-term disability insuranceFlexible Spending Accounts (FSA) Wide variety of training opportunitiesSome positions offer flexible hours and/or telecommutingAdditional perks and discounts available through medical provider Public Service Loan Forgiveness (PSLF) Eligibility Employee assistance program Additional information related to benefits and/or State programs can be found here: https://dhr.idaho.gov/StateEmployees/Benefits.html. EXAMPLE OF DUTIES:Review, classify, and process incoming paper and electronic documents.Analyze court orders, applications, interstate referrals, and customer correspondence to determine appropriate processing and routing.Review documents for completeness and request additional information when necessary.Research case information and identify appropriate next steps based on established procedures.Exercise sound judgment when reviewing documents, identifying missing information, and determining the appropriate workflow, routing, or need for additional information in accordance with established procedures.Maintain accurate electronic records using multiple Child Support systems.Provide professional customer service while responding to inquiries and supporting statewide Child Support operations.Collaborate with Child Support teams throughout the state to support timely and accurate case processing.Prioritize work based on legal deadlines, customer impact, and established processing standards.Participate in rotational assignments supporting document intake, electronic workflows, payment processing, and other operational functions. MINIMUM QUALIFICATIONS:You must possess all the minimum qualifications below to pass the exam for this position. Please make sure your resume or work history supports your meeting the minimum qualifications for this position. Failure to do this may disqualify you from being considered for this position. It is highly recommended to attach a one-page cover letter to your application to demonstrate how you meet the requirements below.Some knowledge of interviewing methods. Typically gained by professional experience interviewing, or through training in effective interviewing practices. (General reception experience required of receptionists is non-qualifying.)Experience interpreting, explaining, and applying regulations, laws, or complex policies to carry out assignments. Typically gained by at least six (6) months or more of full-time experience interpreting, explaining and applying regulations, laws or complex policies to process documents and to help customers through processes. General reception duties are not at the level required for this position.Experience accessing data using a computerized system. Typically gained by six (6) months or more of experience accessing data using a computerized system. Using a computerized cash register does not qualify.Experience independently handling complaints and upset individuals in a business setting. Typically gained by at least six (6) months of full-time experience in a business setting where I handled upset or angry customers. (Experience in a retail environment would qualify.)Experience conducting sensitive fact-finding interviews. Typically gained by at least six (6) months of experience that required in-depth, one-on-one interviewing to elicit personal, financial, or medical facts of a sensitive nature. Types of qualifying experience would be background in credit collection, law enforcement, financial institutions, or social service programs or services. (Experience as a receptionist or any position at that level would not qualify. General interviewing required of most receptionists is not in-depth enough to qualify.Below is preferred experience. It is not required for the position but applicants with this experience may receive consideration over other applicants.Demonstrated ability to learn complex policies, procedures, or computer systems and apply them consistently. Typically gained by one year of work experience learning and applying job-specific policies, procedures, or computer systems. Organizing and prioritizing competing workloads while maintaining a high level of accuracy. Typically gained by one year of work experience managing multiple assignments with competing deadlines while maintaining accuracy and attention to detail. Reviewing documents and applying written policies, procedures, or business rules. Typically gained by one year of work experience reviewing documents and applying established policies, procedures, or business rules to complete work assignments. Providing customer service in a fast-paced professional environment. Typically gained by one year of work experience providing customer service while responding to inquiries, resolving issues, or assisting customers in a fast-paced environment. Researching information and making sound decisions based on established procedures. Typically gained by one year of work experience researching information, evaluating available resources, and making decisions based on established policies or procedures. Learn About a Career with DHW*PLEASE NOTE: application assistance is not available after the business hours listed below, on the weekends, or on holidays and you must apply before 11:59 pm on the closing date. When applying, use CHROME as your browser to avoid complications.If you have questions, please contact us at:Email is the quickest way to get an answer to your questions.(answered Monday through Friday during business hours MST)EMAIL: dhwjobs@dhw.idaho.gov PHONE: (208) 334-0681EEO/ADA/Veteran:The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.Preference may be given to veterans who qualify under state and federal laws and regulations.