Systems & Methods, Inc. (SMI)

• Answering incoming calls in a timely manner • Providing callers with accurate account information • Effectively redirecting callers to appropriate areas/agency • Maintaining knowledge of procedures and systems • Communicating client concerns and feedback to management • Researching and processing correspondence received by email, fax and mail

Role Description The VP of Partner Success & Development is responsible for strengthening service delivery, partner relationships, operational discipline, and business performance across SMI’s current and future SDU operations. This role serves as a leadership extension of the SVPs and works closely with Project Directors, state partners, Technical Operations, IT, Business Development, Finance, and Human Resources to keep priorities moving, risks visible, and commitments on track. This position requires strong follow-through, sound judgment, and the ability to connect day-to-day SDU needs with broader business goals. Success in this role means clear communication, consistent execution, trusted partner relationships, and disciplined results across assigned SDUs, transitions, implementations, renewals, and growth opportunities. Key Functions/ Basic Duties - Client Relationship and SDU Portfolio Support - Serve as a day-to-day leadership extension of the SVPs for assigned SDUs, client meetings, follow-up items, and partner communications. - Support any of SMI’s current SDUs or future SDUs as assigned, including individual SDU coverage, portfolio support, transition work, or new implementation support. - Build strong working relationships with state partners and support communication that is clear, timely, and aligned with SMI expectations. - Help prepare for client meetings, business reviews, governance discussions, renewals, and strategic planning sessions. - Track partner commitments and follow up with internal owners until actions are complete. - Project Director Leadership and Operating Discipline - Support Project Directors through regular check-ins, issue review, prioritization, coaching, and follow-up on assigned actions. - Help reinforce consistent expectations across SDUs for reporting, communication, escalation, staffing, service quality, and contract execution. - Identify where Project Directors need resources, training, clarification, or cross-functional help, then coordinate the right support. - Promote accountability without taking ownership away from the local leadership team. - Operational Performance and Risk Oversight - Monitor service levels, operational metrics, client deliverables, incidents, complaints, and emerging trends across SDUs. - Identify operational, contractual, staffing, financial, and relationship risks early and escalate them with a recommended path forward. - Participate in operational reviews to maintain visibility into assigned SDU performance, open issues, partner commitments, and follow-up items. - Support root-cause review and corrective action planning for recurring issues or performance gaps. - Financial and Workforce Discipline - Support review of revenue, labor, expenses, contribution margin, staffing models, overtime, vacancies, and financial variances by SDU. - Partner with Finance and the SVPs on forecasting, budgeting, labor planning, and business case review for staffing or operational changes. - Help evaluate staffing requests, role changes, and labor needs against service demand, contract commitments, and financial expectations. - Technology, Project, and Change Alignment - Partner with Technical Operations to support priorities, timelines, implementations, system changes, reporting needs, and issue resolution. - Track assigned projects, CCRs, open risks, decisions, dependencies, and follow-up items tied to assigned SDUs. - Support change management by helping leaders communicate timing, impact, ownership, and next steps clearly to internal teams and state partners. - Growth, Renewals, and Partner Development - Support contract renewals, procurement activity, expansion opportunities, and partner development work as directed by the SVPs. - Assist with conference planning, meeting materials, presentations, and stakeholder engagement tied to assigned SDUs or new SDU opportunities. - Help connect partner needs with SMI capabilities and raise opportunities for service improvement or growth. - Other duties as assigned. Qualifications - Bachelor’s degree or equivalent professional experience. - Significant experience in operations, client delivery, project management, or a related leadership role. - Experience working in a multi-client or contract-based service environment. - Demonstrated ability to manage priorities across operations, technology, finance, HR, and client-facing teams. - Working knowledge of service levels, operational metrics, staffing models, budgeting, forecasting, and financial performance reporting. - Strong written and verbal communication skills, including the ability to summarize complex issues clearly for leadership and clients. - Sound judgment, discretion, and ability to handle sensitive partner, employee, contractual, and financial information. - Ability to travel as needed and represent SMI in client-facing settings. Language Skills - Fluent in English. Computer Skills - Proficient in Microsoft Windows and Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, and Teams. - Ability to learn and use SMI operational, reporting, and project tracking systems. Benefits - We are a drug-free workplace. - We are an equal opportunity employer.

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

• 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