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Form of workPOSITION SUMMARY:
This position provides front line services to clients via phone and in person, with special emphasis on problem resolution, instruction about Court policies and accounting procedures, and supports resolution of client concerns; provides a buffer for the professional and other staff by answering routine and complex questions, trouble-shooting and researching problem cases; mails various forms upon request when deemed appropriate. The goal is to provide a helpful and intelligent representation of the department and the Court, have a well-served constituency, educate clients to the Child Support process and foster understanding between clients and staff.
The following applies to all employees of the Domestic Relations Section serving the 23rd Judicial District of Pennsylvania: Employees must assist in maintaining high program performance standards through efficient work practices, and by active engagement in process improvement and training, which occasionally requires travel. Employees must diligently maintain a safe and secure working environment for employees and the public through compliance with all safety and security procedures.
POSITION RESPONSIBILITIES:
Essential Functions
- Answer all incoming calls on main telephone line, determine reason for call, resolve or transfer the call based on his/her determination; NOTE's each case accordingly as to nature of call.
- Perform front desk duties including checking in all visitors, answering case inquiries, informing staff of waiting clients, receiving and verifying forms from clients, filtering/scheduling Intake applicants thoroughly, and directing clients as necessary.
- Research cases as clients, attorneys, employers and other agencies call to report problems and concerns regarding their case status. Consults with other client services representatives, officers and managers.
- Review and process all incoming calls received on the Spanish line mailbox and NOTE each case accordingly (if applicable).
- Respond to financial inquiries from clients, officers and staff members by reviewing payment screens and performing any other necessary research.
- Receive and update client information as necessary.
- Maintain daily statistics on all work performed on master statistic sheet.
- Process/Sort/Distribute all incoming mail and facsimiles for the department daily.
- Communicate with employers regarding orders of attachment, distribution of payments, and answers any questions and explains procedures.
- Assist in hands-on training of new staff.
- Process and respond accordingly to all lien requests received in our department (if applicable).
- Process and respond accordingly to all Social Security Administration Requests and Housing Authority Requests (if applicable).
- Process postal verifications and employer verifications.
MINIMUM EDUCATION AND EXPERIENCE:
- High school diploma or G.E.D certification from a recognized issuing agency.
- Two (2) years of general office experience with an emphasis on customer service.
- Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to communicate effectively with attorneys, clients, employers and judges.
- Ability to use independent judgment in the disposition of routine problems.
- Good organizational and time management skills.
- Excellent written and oral communication skills.
- Ability to understand and carry out oral and written directions.
- Effective decision-making skills.
- Knowledge of federal and state support laws and regulations as it pertains to the daily functions of the job.
- Knowledge of acceptable time frames for taking specific actions.
- Ability to maintain cooperative working relations with other employees.
- Ability to use computer equipment.
- Ability to handle stress.
- Physical presence in the office is required.
PHYSICAL DEMANDS:
Sitting and typing for extended periods of time is commonplace with the advent of personal computers and electronic means of correspondence. Articulating keyboards with attached mouse pads are used to alleviate some of the stress on the hand and back muscles. Screen glare guards or modernized low glare CRTs are used to reduce eye strain.
Work involves standing, walking, sitting, lifting, carrying, talking, hearing, using hands to handle, feel objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
WORKING ENVIRONMENT:
Normal office environment
The office conditions are typical for an office environment with the occasional climate control system discomfort. The stress of using a computer, especially the stress on the hand and back muscles can be problematic when performed for extended periods of time. The high volume of demanding clientele and meeting the goals continually enhancing the effectiveness of the program are added stresses.
This position description serves as a guideline for communicating the essential functions and other information about the position to the applicant/employee. It is not intended to create a binding employment contract nor cover every detail of the position and may be changed where appropriate.
Mission Statement:
It is the mission of Berks County government and all County employees to administer and deliver services to the citizens of the County in the most effective, efficient and professional manner possible within the constraints of the financial resources available.
Equal Employment Opportunity Statement:
The County of Berks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, political affiliation or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
About Us:
Berks County is a combination of rich farm country, industry, beautiful parks, entertainment, and top-notch educational institutions. Whether you are interested in County services, the availability of our parks, tax rates, or other county information, this is the place to start.
