Customer Service Representative V

Interprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to review and determine the acceptability of highly complex customer applications for the issuance and amendments of vital records (vital records include records of Birth, Death, Marriage and Divorce and amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits). Determines information for the input into vital records indexing systems using digital, paper, and microfiche products. Reviews highly confidential personal information through the use of complex automated system applications and software for input, retrieval, customer support, document production, and other tasks related to the production of vital records. Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Work includes (1) preparation and composition of routine and non-routine correspondence utilizing Microsoft Office products and the Texas Electronic Vital Events Registrar (TxEVER) system to accept or reject customer applications; (2) review and certification of vital records for certificate issuance and/or sealed and non-sealed amendments; (3) examination and analysis of confidential customer documentation, including legal documents to ensure compliance with Texas Statutes and Vital Statistics rules and regulations; (4) accepts and deposits, as directed by Vital Statistics policy, any remittance (cash, check, money order, or voucher) found in customer applications; and (5) performs the allocation of customer applications received daily from DSHS Fiscal and the Office of the State Comptroller using TxEVER. Provides direct customer service for the fulfillment of vital records requests. 30%