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Sr Customer Service Representative job in Washington

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Job Ref:  RW250034
Employer:  General Dynamics US
Country:  United States
County/State:  D.C.
City:  Washington
18/10/2016 05:13
Job Description

Sr. Customer Service Representative


The Intake Specialists will assist the Consumer Financial Protection Bureau (CFPB) Intake Team. Requires little day-to-day direction. Performance will be measured on the completeness of cases created or updated; notes provided documenting all steps taken to review a case. Locate the name of the company a consumer provided � follow-up with consumer may be necessary for additional detail. The Intake Specialist will utilize a variety of tools from a case management system; phone; word processing; and spreadsheet software to respond to consumer complaints; inquiries; and/or feedback.


� This position uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature; sequence; and complexity

� Review specific CFPB Cases to determine company

� Utilize all available resources and tools to research company name to include:

� Document each step taken to locate company name

� Determine best process and tools for researching and finding company name

� Contact consumer to obtain additional information via phone or e-mail

� Responsible for productivity; quality; and timeliness of work in the completion of department tasks and goals

� Conduct weekly review of �Tell Your Story� submissions

� Review and tag stories by product and issue in accordance with Tell Your Story procedures

� Route stories to appropriate stakeholder in accordance with Tell Your Story procedures

� Complete story review timely to enable weekly automated reporting to stakeholders; barring any system interruptions

� Flag success stories and other stories of interest for Chief of Staff or designee and submit stories timely to Chief of Staff's designee

� Scrub copies of selected stories for personally identifiable information

� Maintain records of �Tell Your Story� submissions

� Manage weekly reporting and distribution lists

� Review and update distribution lists; as needed

� Manage and continue development of tag taxonomy

� Incorporate feedback received from RMR; Office of Students; Investigations; and others to refine existing taxonomy; as time permits

� Reviews; documents; and processes consumer complaints; inquiries and feedback. Communicates with consumers to collect missing information or clarify information to ensure proper handling of cases. Interacts with consumers via email or the telephone to ensure complete understanding of the consumer's issue.

� Analyzes consumer complaints to determine appropriate routing to ensure timely response. Considers product and issue referenced; the company or institution involved; and applicable financial laws and regulations. Uses decisions tools and reference guides to determine appropriate case routing for routine cases. Consults with supervisor or colleagues within and outside Consumer Response to determine appropriate routing of non-routine; sensitive; or high-profile cases.

� Provides authoritative responses to routine inquiries and communications; both orally and in writing; using preapproved processes; such as scripts; templates and form letters.

� Responds to escalated calls from CFPB's Contact Center. Provides responses to routine inquiries and interim responses to more complex inquiries. Conducts research to resolve complex issues; providing follow-up with consumers as required.

� Research inquiries using the web and various tools to obtain answers and process steps to be followed

� Proofread documents for grammatical correctness and adherence to standards and formats

� Assist in identifying trends in order to develop and deliver new or updated scripts

� Regular and Predictable Attendance is required

� Responsible for productivity; quality; and timeliness of work in the completion of department tasks and goals.

� Maintain high quality standards at 98% or better



� High School diploma or equivalent required



• One-year or more customer service or call center experience required

• One-year or more of progressively responsible work experience in a research

• Experience in banking or financial industry preferred

• Demonstrated customer service; leadership and team interaction skills preferred

• Strong typing skills preferred

• Detail oriented

• Ability to communicate effectively both verbally and in writing

• Ability to work in multi-task environment

• Ability to prioritize and organize work

• May be required to work off-shift as necessary; to include nights and weekend

• Security clearance required--position contingent on ability to obtain moderate risk security clearance

• Must be able to type 25 WPM (net)

• Claims experience preferred

• English/Spanish bilingual fluency (read; write; speak) a plus

WORKING CONDITIONS: The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is; the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI); the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings; electronic devices; or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials; boxes; or equipment. The above job description is not intended to be; nor should it be construed as; exhaustive of all responsibilities; skills; efforts; or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job. General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer. (M/F/D/V)
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial NA approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support NA is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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