Child Support Customer Service

ANITA YVONNE NICHOLS

********@***************.*** / 817-***-**** /

OBJECTIVE

ASSIST IN THE DAILY OPERATIONS OF CHILD SUPPORT SERVICES BY PERFORMING ASSIGNED DUTIES INVOLVING CUSTOMER SERVICE, DATA ENTRY, DOCUMENT PREPARATION AND PROCESSING, AND COURT-RELATED ACTIVITIES. THIS WORK MAY BE VARIED AND MAY OFTEN INVOLVE INTERMEDIATE-LEVEL ANALYSIS, PROBLEM SOLVING AND CLERICAL SKILLS.

TARRANT COUNTY

Customer Service Representative

Jan 2024-Jan2025

Responsible for receiving, researching, and resolving a large volume of calls pertaining complex child support issues/problems based on public inquiries about child support payments, income withholding orders/garnishments, enforcement of child support orders, etc.

Provides the public with accurate general information on the Child Support office, policies, procedures, and the child support process in Texas. Refers to appropriate staff based on office policy.

Identifies various account problems/errors, including missing payments, pay plans and unidentified payments based on phone inquiries. Resolves or refers issues as appropriate.

Resolves, or refers to appropriate staff, inquiries regarding Income Withholding Orders (IWOs) including procedures for issuance and re-issuance of IWOs and employer questions and problem resolution.

Acquires and maintains knowledge of the IWO process. Prepares and issues IWOs as required.

Provides the public with accurate, reliable information regarding the enforcement of child support orders, including the Tarrant County Domestic Relations Office, Child Support Monitoring program and the Texas Office of the Attorney General.

Takes requests for certified Child Support payment records for Texas Courts, for clients, attorneys, agencies, employers, and the public including problem resolution and follow up.

Acquires and maintains a thorough knowledge of County and state Child Support Office operations, policies, procedures and systems including Registry, Monitoring and Enforcement functions. Performs complicated case assessments.

GENERAL OFFICE CLERK

NOV 2022-DEC 2023

Provides customer service in person and by telephone, answers routine questions and refers complex requests to appropriate staff, determines if requests for services meet Child Support Services basic criteria and distributes applications accordingly, and provides other possible sources of assistance to those whose cases do not meet basic requirements.

Performs data entry into statewide virtual case file system including recording incoming documents in Case Log Macro; scans and indexes documents for virtual case files; and imports orders from Tarrant County District Clerk's system (JIMS).

Documents all communications with clients and attorneys associated with IV-D cases into the statewide system.

Maintains statistics on the number of telephone calls, walk-ins, and applications and referrals received.

Processes applications and referrals for Child Support Services including entering case tracking information into Case Management System.

Greets and directs clients appearing for courts.

Opens and delivers mail to staff.

Maintains judge and attorney phone line for pay record request and logs requests and emails to appropriate party to complete request.

Works morning mail and correspondence on the IV-D case management system.

AMERICAN AIRLINES MAY 1984 – JUNE 2020

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