The Employer Maintenance Unit (EMU) was created to maintain accurate employer records in the Indiana Support Enforcement System (ISETS) in order to ensure child support income withholding orders are sent to the correct location. The unit is responsible for addressing inquiries from county Prosecutor's offices and other outside sources as well as serves as the primary point of contact for employers. Quality customer service for employers is critical as a majority of child support payments are processed via Employer Income Withholding.
Answer the EMU ACD phone line in a courteous and professional manner in order to address the caller's issues, update critical employee data, update company data, provide lump sum totals, and provide support to the caller by delivering quality customer service.
Respond to the emails and faxes for the EMU helpdesk practicing proper email etiquette.
Research the ISETS data base, resource programs, and the internet to update employer information in addition to sending letters, making phone calls, sending e-mails, etc. to the employer to obtain the necessary data needed and/or verify the data.
Work with the county prosecutor staff in responding to their requests to add/update employer information.
Provide training to employers and county caseworkers on policy and procedures.
Work reports to identify employers, change addresses for employers and participants, or update critical employee data.
Work data clean-up reports to ensure employer data reliability Some moderately complex clerical, secretarial and customer service functions. This work requires attention to detail and understanding of the impact the work performed has to the agency. The employee must work independently and provide excellent customer service.
Knowledge of basic personal computer operations - Required - 3 Years
Proficient in Microsoft Office Products - Required - 3 Years
Proficient in keyboarding - Required - 3 Years
Experience providing customer service internally and externally. - Required - 3 Years
Experience working in a fast paced/high volume work environment - Required - 3 Years
Focus working on excel spreadsheets (intermediate) - Required - 3 Years
Experience in an office environment - Required - 3 Years
Experience working with data - Required - 3 Years
High School Diploma or GED - Required - 0
IN-DCS-Program Coordinator • Washington, DC, United States
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