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Child Supp Enforce Specialist I - PIPELINE

Company: State of Massachusetts
Location: chelsea
Posted on: May 3, 2021

Job Description:

Child Support Enforcement Division

Call Center Representatives

Agency Overview

The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

Vision Statement

Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.

Division Overview

The mission of the Department of Revenue's Child Support Enforcement Division is to make a difference in the lives of children by enforcing the financial responsibilities of parenthood. Effective child support enforcement is an essential part of the larger effort by the Commonwealth and the federal government to promote families' economic self-sufficiency.

Position Description:

The CSE Customer Service call center is located in Chelsea and is operational weekdays from 8:30 AM to 4:30 PM. It is a fast-paced, high volume work environment. The call center receives approximately 9,000 calls per week from customers and their representatives.


* Provides quality service to customers and their representatives by responding to inquiries received at the call center and researching on-line case records in order to provide technical assistance, explain proposed or completed child support enforcement activities, resolve issues, and facilitate understanding of federal and state laws, rules, regulations and agency policies governing the Child Support Enforcement Program. * Works with regional staff to address customer issues that cannot be resolved at the call center by summarizing the customer issue, accurately documenting the customer conversation, referring the customer issue to the appropriate regional staff for follow-up action, and updating the customer service statistical database. * Maintains data integrity and safeguarding of child support enforcement information by reviewing the validity of account information, communicating with involved parties to gather information, securing supporting documentation to initiate changes, making necessary adjustments to customer profile data and documenting activities and customer interactions to ensure the accuracy and confidentiality of case records. * Works as an individual in a team setting, having the ability to multi-task in a fast paced environment and maintain a high service level, while maintaining quality and professionalism.

Preferred Qualifications:

* Strong verbal communication skills. * Experience in customer relations. * Ability to accurately gather and record information by questioning individuals, reviewing records and documents. * Ability to evaluate information and to make appropriate recommendations. * Ability to maintain accurate records. * Ability to communicate effectively both orally and in writing. * Ability to exercise discretion in handling confidential information. * Ability to establish rapport and to collaborate with others in order to accomplish work objectives. * Ability to establish rapport with persons from different ethnic, cultural and economic backgrounds. * Ability to maintain a calm manner in stressful situations. * Selected candidate must be able to attend statewide trainings at various office sites. * Working knowledge of computer applications. * A writing sample, to be done on-site, will be requested following the interview.

Minimum Entrance Requirements:

Knowledge, Education and Experience:

Applicants must have at least (A) two years of full-time or equivalent part-time, professional or paraprofessional experience in work involving customer service, social work, educational/employment/vocational counseling, accounting, collections, case management, criminal justice, law enforcement/investigation or related fields, or (B) or any equivalent combination of the required experience and the substitutions below.

Incumbents may be required to have a current and valid motor vehicles driver's license at a class level specific to assignment.


A Bachelor's degree or higher may be substituted for the required experience.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth acts in good faith to affirmatively recruit a diverse population. If you wish to self-identify, please click on the links below. Completing this form is voluntary. If you choose to self-identify, please note that all Affirmative Action and Disability data is kept in a confidential file.

Certain eligible veterans may be granted a preference in hiring for this appointment pursuant to M.G.L. ch.31. If you have veteran status, you may voluntarily indicate so in writing at the time of application to be considered for preference in hiring.

Link to Disability Form (return this form to the ADA Coordinator listed below)

Link to the Veterans Forms (return this form to the Diversity Officer listed below)

Keywords: State of Massachusetts, Chelsea , Child Supp Enforce Specialist I - PIPELINE, Other , chelsea, Massachusetts

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