Systems & Methods, Inc. (SMI)

Role Description The Data Entry Operator is responsible for processing child support payments according to Standard Operating Procedures. Other duties, as assigned. Key Functions/Basic Duties - Process child support payments, both paper and electronic form, in the SDU system in accordance with Standard Operating Procedures. Qualifications - High school diploma or equivalent. - At least one year prior experience in data entry or other related field. - An equivalent combination of education and experience that provides the knowledge, skills, and abilities needed to perform the duties assigned. Requirements - Fluent in English. - Proficient in data entry skills including keyboard, mouse, and 10-key pad. - Experience and knowledge of software such as Microsoft Word, Excel, and other Windows products. - Must be able to pass typing test. - Must reside in one of the following states for consideration: AL, FL, GA, KS, MO, NC, OH, OK, SC, TN, TX, WV. - Successful candidate must be able to work the following schedule: Monday - Friday: 7:00 am ET - 11:00 am ET. - Must have a private area to work and space to set up equipment and high-speed internet connection. - Contingent on passing background check and drug test. Benefits - Work From Home!!! - Paid Training. - Bi-annual Bonuses to those Who Qualify!. - Quick PTO accrual. - Career Growth Opportunities. - Wear Your PJs, Holiday Gifts. - Exciting, Fun and Supportive Virtual Work Environment. - Coworkers Who Feel Like Family; We celebrate you!

• Customer Service Representatives are responsible for responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements and other duties, as assigned. • This position receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements. • Customer Service Representatives document correspondence and contacts in accordance with Standard Operating Procedures and contract requirements and are responsible for completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements.

• Responding to customer service calls and correspondence according to Standard Operating Procedures and contact requirements • Receives calls from child support customers and other stakeholders and responds following Standard Operating Procedures and contract requirements • Processes correspondence in accordance with Standard Operating Procedures and contract requirements • Documents correspondence and contacts in accordance with Standard Operating Procedures and contract requirements • Responsible for completing SMI system and State system updates in accordance with Standard Operating Procedures and contract requirements

• Responsible for handling and resolving intricate inquiries received through inbound calls and chats • Provide exceptional customer service during a project-specific "surge" • Ensure every interaction follows Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies • Conduct case research, execute financial assessments, clarify legal enforcement actions, assist with paternity and case initiation • Provide updates on modification statuses, document member information, and process requests for state forms

• Strengthening service delivery, partner relationships, operational discipline, and business performance across SMI's operations • Serve as day-to-day leadership extension of the SVPs for assigned SDUs • Build strong working relationships with state partners • Track partner commitments and follow up with internal owners • Monitor service levels, operational metrics, client deliverables, incidents, complaints • Support contract renewals, procurement activity, and partner development work

• Responsible for reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction meets the high standards of accuracy and professionalism required for complex child support inquiries. • Act as a guardian of service quality, monitoring Customer Service Surge Representative (CSR) performance and identifying areas for improvement. • Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards. • Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries. • Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.

• Responsible for handling and resolving intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials regarding child support services during a project-specific “surge” • Provide exceptional customer service and ensure every interaction follows Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies • Conduct case research and execute financial assessments • Clarify legal enforcement actions such as income withholding or license suspensions • Assist parents with paternity and case initiation • Provide updates on modification statuses • Update and document member information • Process requests for state forms and document technical problems hindering case processing

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. CUSTOMER SERVICE REPRESENTATIVE Systems & Methods, Inc. (SMI) SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. With over 50 years as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are a multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI. Overview: At SMI, we are 24 hour/7 days a week call center facility. The Customer Service Representative is responsible for receiving calls ranging from 100 to 150 inbound calls that can be back to back from clients in accordance with Standard Operating Procedures and contractual obligations; categorize all calls received in one of the categories provided; and be responsible for other duties as assigned. - Must maintain a general understanding of policies and procedures - Possess strong oral and written communication skills - Knowledgeable in modern office practices, procedures, and equipment - Exhibit excellent Interpersonal skills using tact, patience, and courtesy Communication method(s) used: - Email - Phone - Chat Key points: - This is a fully virtual opportunity with virtual interviews, online self-paced training, and work from home! - This is a permanent work-from-home position. - The rate of pay is $14/hr and a shift differential after 6 pm EST. Paid bi-weekly. - We are looking for 2nd shift hours (10 am EST to 9 pm EST) which might require nights and weekend hours. Set schedules. - We offer Medical, Dental, Vision, and 401(k) after your first 30 days with us. - Paid Time Off (PTO) accrual on your first day! - Referral Program and internal promotion opportunities. SMI will provide the equipment for this position. However, equipment will be required to be returned upon separation. Required Experience: - High School Diploma or equivalent required - At least one year of prior experience in the area of service delivery, customer service, call center technology, or a related field. Will accept an equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the position duties - Must be proficient in data entry skills, including keyboard, mouse, and 10-keypad - Must be able to type a minimum of 35 WPM. A typing test will be administered during the interview process - Basic knowledge of Microsoft Office In order to qualify for this Virtual / Remote Work from Home position, you will need to have the following: - Quiet and distraction-free place in your home to work at a desk/table. - Reliable, high-speed internet connection with at least 50 mbps download speed - cable or fiber (NO dial-up, satellite, prepaid internet, or cellular hotspots) - Smartphone with Android OS or iPhone for user authentication To be considered, you must complete 2 Prevue assessments, which will be emailed to you after your application has been reviewed. If you do not receive those assessments after 48 business hours of your application submission, please reach out to HR.Recruitment@smimail.net for assistance. Pay rate is $14/hr. Must reside in the United States to be considered. We are an Equal Opportunity Employer. We are a Drug-Free Workplace.

• Responsible for receiving calls from child support client stakeholders in accordance with Standard Operating Procedures and contractual obligations • Categorizing all calls received in one of the categories provided • Record any abusive and/or extraordinary calls • Responsible for other duties as assigned • Provide accurate, valid, and complete information • Resolve customer complaints, provide appropriate solutions and alternatives • Document customer interactions • Thoroughly and efficiently gather customer information, assess, and fulfill customer needs and educate customers where applicable • Maintain a general understanding of policies and procedures

• Responsible for supervising a team of Customer Service Surge Representatives (CSRs) • Handle and resolve intricate inquiries received through inbound calls and chats from custodial and non-custodial parents, legal representatives, and state officials concerning child support services • Address a broad spectrum of complex topics, which include conducting case research, performing financial reviews, clarifying legal enforcement actions, assisting parents with paternity, and case initiation • Provide updates on modification statuses and update member information • Process requests for state forms and ensure outstanding customer service • Ensure compliance with Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies • Assign specialist tasks to guarantee comprehensive understanding of responsibilities • Execute performance plans and comprehensive evaluations for direct reports • Monitor real-time agent productivity and provide feedback • Lead training and development of new hires and veterans’ staff • Maintain high data integrity and update operational metrics