GENERAL DESCRIPTION
The Texas Attorney General - Child Support Division prioritizes the importance of customer service delivery excellence. Many families of Texas rely on our services to establish parentage, establish monetary and medical support obligations, and enforce and modify court ordered support.

These interactions with customers can be challenging due to the sensitive and personal nature of the topics being discussed. Therefore, Customer Engagement Associates must express the highest level of empathy, seeking to truly understand both the observable and underlying intent of our customers. The Child Support Division is invested in meeting customers in the communications channels where they are reaching out, and therefore Customer Engagement Associates must be prepared to meet those customers by phone, chat, email, or other new channels as the organization evolves to satisfy customer needs and exceed expectations.

Customer Engagement Associates exhibit an understanding of the importance of customer service excellence and remain flexible and innovative in finding the best way to exceed customer expectations. They must work collaboratively with internal child support field office staff to find and execute solutions to customer inquiries. The Customer Engagement Associate is a professionalized role, with opportunities for career development in the areas of customer experience enhancement.

OAG employees enjoy excellent benefits along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

ESSENTIAL POSITION FUNCTIONS
Responds to high volume of customer inquiries and complaints regarding child support case processing and status; provides accurate and timely information to customers from a contact center environment with a high level of customer service.
Researches case information on the Texas Child Support Enforcement System (TXCSES) and requests information from field office staff; maintains current knowledge of child support policies and procedures, Texas Family Law, federal regulations, and other states’ IV-D regulations
Assesses child support cases to determine appropriate action
Conducts desktop research to locate parties, verify employment and determine assets
Explains Child Support Program policies, procedures, and regulations to customers
Documents all actions taken
Review and maintain child support virtual files for accuracy in the Virtual Case File (VCF) repository
Provides training and technical assistance to office staff
Performs related work as assigned
Maintains relevant knowledge necessary to perform essential job functions
Attends work regularly in compliance with agreed-upon work schedule
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity

MINIMUM QUALIFICATIONS
Education: Graduation from high school or equivalent
Education: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, credit collections, investigations, legal assistant, legal secretary, customer service, or IV-A eligibility specialist
A candidate selected for an interview must pass (score of 75% required) a Listening Skills test before the interview is scheduled
Skill in interviewing
Skill in using a personal computer for word-processing and data entry/retrieval
Skill in basic mathematical computations
Skill in handling multiple tasks, prioritizing, and meeting deadlines
Skill in effective oral and written communication
Skill in exercising sound judgment and effective decision making
Ability to receive and respond positively to constructive feedback
Ability to work cooperatively with others in a professional office environment
Ability to provide excellent customer service
Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave)
Ability to arrange for personal transportation for business-related travel
Ability to work more than 40 hours as needed and in compliance with the FLSA
Ability to sit for prolonged periods of time
Ability to lift and relocate 30 lbs.
Ability to travel (including overnight travel) up to 5%
Ability to type 35 words per minute (Typing test required at time of interview)

PREFERRED QUALIFICATIONS
Education: Graduation from an accredited four-year college or university
Knowledge: Investigative practices and techniques
Other Language: Ability to proficiently read, write, and speak Spanish

TO APPLY
To apply for a job with the OAG, electronic applications can be submitted through either CAPPS Recruit or Work in Texas. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_SocialServices.pdf

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER