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Acting Specialist, Phones job in Coralville

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Job Ref:  2016-15224
Employer:  General Dynamics US
Country:  United States
County/State:  Iowa
City:  Coralville
18/10/2016 05:18
Job Description

GENERAL SUMMARY: (Scope; Summary and Impact of Job)

A Specialist on the Debt Management and Collection System (DMCS) contract is expected to provide knowledgeable; courteous; and professional assistance to escalated and other priority telephone inquiries. A Specialist is familiar with all resources that support DMCS operations.

SCHEDULE: 12:00pm - 9:00pm Mon-Fri


� Respond to and provide knowledgeable; courteous; and professional assistance to escalated and other priority telephone inquiries

� Assist with and oversee productivity; quality; and timeliness of work in the completion of department tasks and goals

� Provide leadership and guidance in all processing activities to DMCS contact center staff

� Assist in monitoring calls and analyzing quality and recommend actions for improvement to Supervisor

� Maintain; update; and track reports; spreadsheets; logs; and other documents as assigned with high degree of accuracy

� Must be able to recognize; report; and escalate system and equipment issues

� Maintain a current understanding of the processing procedures to respond to a variety of phone inquiries

� Adhere to GDIT's Culture of Responsibility policies as they relate to the confidentiality of information and protect personal identifiable information

� Continually look for and suggest process improvements which will benefit GDIT and our customers (internal and external)

� Maintain up-to-date knowledge of federal regulations and policies as they apply to student financial aid

� Assist with the delivery of internal employee training for new and temporary employees as requested

� Give and receive constructive feedback on call quality or other department tasks

� Assist with correspondence unit tasks as requested

� Support the implementation of new procedures and processes

� Utilize databases and policy and procedure materials to look up and provide information to telephone inquiries

� Adhere to and support departmental metrics and goals

� Adhere to assigned work schedule

� Maintain appropriate documentation of phone inquiries

� Follow GDIT Mission and Values

� Support contact center expectations as well as departmental and corporate policies and procedures

� May be required to work scheduled holidays; overtime; and Saturdays

� Perform other related duties as assigned

� Regular and predictable attendance is required



� High School diploma or equivalent required

� Some post-secondary education preferred


• Minimum 12 months customer service or administrative or call center experience required.

• Experience working on FSAIC or DMCS contract or in similar customer service environment required

• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

• Excellent communication (both verbal and written) skills required

• Fluency in spoken and written Spanish is a plus

• Must be able to type a minimum of 20 WPM

• Proven ability to work as a member of a team is required

• PC skills; including MS Office applications; required

• Applicant will be required by contract to undergo program update training as student

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 GDIT•s Culture of Responsibility (CoR) policies. The CoR policies limit or restrict 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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