Employer Service Specialist II- Columbia, SC

JOB SUMMARY:

Under direct supervision, the Specialist will maintain data related to employers, insurers, courts, offices and other parties within the automated system in a meticulous and timely manner. Serves as customer service liaison with automated system users and the employer community to ensure data is updated, recorded and verified effectively.

Job Duties

30% - Data Management:

Conducts research and outreach to employers and other parties maintained in the automated system to document appropriate contact and benefit information. Updates and verifies records as needed and in a timely manner. Maintains other data within the automated system for court, private attorneys and other parties integral to the provision of Child Support Services.

15% - Analyze & Report:

Troubleshoots problems by analyzing, identifying, and diagnosing faults and symptoms using established procedures and processes. Track, escalate, and communicate unresolved issues to the appropriate staff member. Assists with reports to management primarily by using the problem ticket system to track work and status. Provides problem resolution information to others within the

ticket system for shared use.

25% - Technical Support:

Responds to system user inquiries and issues via the problem ticket system, emails, incoming calls, and desk-side visits. Works with the user to resolve reported data issues. Responds to user requests to update other party information within two business days of request.

20% - Customer Service:

Serves as a liaison with employers to ensure compliance with the income withholding process. Updates the automated system appropriately with changes in the employment status of individuals. Provides guidance to employers on the income withholding process and individual withholdings.

10% - General Clerical:

Perform other related general office duties in order to enable flexibility during changing work demands. Also serves as back-up to the New Hire Unit.

Minimum Requirements

Minimum and Additional Requirements

A high school diploma and relevant experience. An Associate's degree or a bachelor's degree in a related field may be substituted for the required work experience.

This position will be located in Columbia, SC