INTERNAL OAG EMPLOYEES ONLY
The position will work in the Child Support Customer Service/Ombudsman section, performing complex case analysis, customer service response and technical research. The specialist will assist in implementation, management, monitoring and evaluation of special projects within Child Support Customer Service/Ombudsman and will provide support to the management and staff. The program specialist will conduct research and coordinate reporting within the section; will review, research and respond to complex inquiries and manage the complaint routing system to ensure internet complaints are routed to the appropriate staff; and will assist with preparation and tracking of formal ombudsman complaints to ensure that timely follow up and resolution is achieved.
Employees of the OAG experience the challenge and honor of public service while enjoying a healthy work-life balance; developing hands-on experience; and engaging camaraderie with their colleagues across the state. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. As the State’s law firm, the OAG provides exemplary legal representation in diverse areas of law. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.
Reviews, researches, and responds to complex Ombudsman inquiries utilizing the ChAMP system..
Assists in the implementation, documentation, management and evaluation of special projects
Responds to routine and complex customer inquiries via email as assigned in addition to responsible for assisting the Chief Ombudsman with monitoring the ombudsman email box
Prepares complex documents, reports, and charts using EXCEL, Word Perfect 8, Word, and Access.
Prepares and sends routine case correspondence, case forms, and status updates from predetermined routing matrices, and documents all correspondence.
Reviewing the unlogged in customers’ complaints
Resolving and responding to customer complaints that can be resolved at state office level
Routing complaints to the appropriate ombudsman for review that cannot be resolved at the state office level
Assisting field office ombudsman in resolving and escalating ombudsman complaints and issues
Serves as back up for Chief Ombudsman when chief ombudsman is unavailable
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
Education: Graduation from high school or equivalent
Education: Bachelor’s degree from an accredited college or university; experience working 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
Experience:6 years of full-time experience working in the following (or closely related) fields: full-time Child Support Program, credit collections, investigations, legal assistant, legal secretary, customer service, or IV-A eligibility specialist
Knowledge of Child Support Division policies, Texas Family Code and federal regulations pertaining to IV-D functions, principles of classical ombudsman practice, dispute resolution, mediation
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 work space 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 lift and relocate 30 lbs.
Ability to travel (including overnight travel) up to 10%
PREFERRED QUALIFICATIONS
Education: Graduation from an accredited four-year college
Experience: Customer Service
Knowledge: Investigative practices and techniques
To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. 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_ProgramManagement.pdf
THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER
The Texas Commission on Environmental Quality is the environmental agency for the state. We have approximately 2,800 employees, located in our central office in Austin and 16 regional offices around Texas.
The Texas Commission on Environmental Quality strives to protect our state's human and natural resources consistent with sustainable economic development. Our goal is clean air, clean water, and the safe management of waste.
To accomplish our mission, we will:
base decisions on the law, common sense, good science, and fiscal responsibility;
ensure that regulations are necessary, effective, and current;
apply regulations clearly and consistently;
ensure consistent, just, and timely enforcement when environmental laws are violated;
ensure meaningful public participation in the decision-making process;
promote and foster voluntary compliance with environmental laws and provide flexibility in achieving environmental goals; and
hire, develop, and retain a high-quality, diverse workforce.
View Agency Opportunities:
https://www.tceq.texas.gov/jobs
Follow us on Twitter: www.twitter.com/tceq
EEO Commitment: The TCEQ is an equal opportunity employer. The agency does not allow discrimination on the basis of race, color, religion, national origin, sex, disability, age, sexual orientation or veteran status.
