Customer Service Specialist (Case Analyst)

TITLE:  Customer Service Specialist (Case Anaylst)

UNIT: Child Support Program

LOCATION: Miami SAO Child Support Program Overtown Transit Village (Main Office) 601 N.W. 1st Court, 12th Floor, Miami, FL 33136. When Miami SAO transitions to public contact, this position may require working in our South Dade or Caleb satellite offices.

Position Overview:

The Child Support Division (Insufficiency Resolution Unit) is hiring seven (7) Case Analysts to fill our May 3, 2021 class.

These positions are responsible for analyzing high-volume computer-generated alerts expeditiously; determining what
action is needed to get the child support cases moving forward; and transmit that case to the appropriate department for
processing. In some situations, this position will require some public contact over the phone or face to face. After
successfully completing the nine (9) month probation period, candidates would be upgraded to a Case Analyst II
classification. In the course of time, these positions may transition to a public contact unit and/or may require working in
our South Dade or Caleb satellite offices. The work shifts for these positions will be between 8:00 a.m. and 5:00 p.m.

The Job Responsibilities are:
• Conducting research, reviewing, analyzing, and evaluating information
• Providing excellent customer service to internal and external partners as well as customers face to face, via
telephone or email
• Navigating office databases
• Understanding of basic office applications, including Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Performing other related duties as assigned

The Minimum Requirements are:
• Bachelor’s Degree and one (1) year of higher-level customer service experience, OR five (5) years equivalent
combination of education and experience plus one (1) year of higher-level customer service experience
• Successfully passing the Skills Test

The Preferred Qualifications and Skills are:

• Bilingual English/Spanish or English/Creole

Specific Skills and Characteristics:
The Successful Candidate must be able to:
• Possess and demonstrate significant knowledge of computer programs
• Possess and demonstrate verbal and written communication skills
• Possess and demonstrate excellent organizational skills
• Effectively handle stressful situations with a degree of excellence and timeliness
• Effectively work with all levels of staff
• Be detailed-oriented and able to multi-task
• Work effectively under pressure and meet stringent time constraints
• Be a self- starter and work independently
• Be adaptable to change
Starting Annual Salary:       Case Analyst I $25,469.16
                                                Case Analyst II $27,626.28

To apply for this position, please complete and submit an application, and updated resume to:

The State Attorney’s Office reserves the right to modify the conditions of this job announcement or to withdraw the
announcement without prior written or other notice. All information provided by applicants is subject to verification
and background investigation. False statements or omission of information on any application materials may be
grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
Insurance benefits, vacation package and Florida Retirement System Pension benefits are offered with this position

Internal and External Candidates will be considered
Equal Employment Opportunity/Affirmative Action Employer