Conduent State & Local Solutions, Inc. seeks a Child Support Call Center Agent to handle inbound and outbound calls from parents and guardians regarding child support cases. You will answer questions on payments, account status, and program rules; verify identities; update case information; and document each interaction in our systems. Agents follow scripted guidance, meet quality and productivity targets, and escalate complex issues when needed. You will work in a fast-paced, technology-enabled environment supporting government child support programs with professionalism, empathy, and accuracy. Responsibilities Respond to inbound calls from parents and guardians regarding child support payments, account status, and program rules Make outbound calls as needed to obtain or clarify case information Verify caller identity and protect confidential information in compliance with policy Research and resolve routine account and payment questions using internal systems Accurately document each interaction and update child support case records Follow scripts, procedures, and quality standards to ensure consistent service Meet or exceed productivity, accuracy, and call quality metrics Escalate complex, sensitive, or non-routine issues to supervisors or specialists Use multiple computer applications simultaneously to navigate and record information Contribute to a professional, performance-driven, and client-focused team environment Required Skills Customer service High-volume call handling CRM/case management software Data entry Knowledge of child support/program rules Identity verification De-escalation and conflict resolution Call documentation Basic computer literacy Bilingual communication (preferred)