Requisition Number 2018-47203Number of Positions 10Job Function AdministrationFull / Part Time Full TimeJob Locations USA-
FL-Jacksonville Are you looking for a new and exciting career to help boost your bilingual spanish customer service experience?
Do you enjoy helping others? If so the Consumer Financial Protection Bureau (CFPB) here at General Dynamics Information Technology is looking to add new bilingual spanish speaking members to our Jacksonville team.
The Bilingual Spanish CFPB Customer Service Representative provides information and documents complaints regarding financial institutions and financial products.
The representative reports directly to the Customer Service Supervisor, and takes direction from the Customer Service Manager.
This is an entry level position responsible for disseminating information and providing assistance consumer complaints. The Bilingual Spanish Customer Service Representative must be able to evaluate the call in order to know when to transfer the caller to a Customer Service Representative II.JOB RESPONSIBILITIES :
Requisition Number Number of Positions Job Function Full / Part Time Job Locations JOB RESPONSIBILITIES :
Adhere to the Privacy Act as it relates to the confidentiality of information received
Primary responsibility of all Customer Service Representatives is to provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner
Assist with side-by-side mentoring for new employees
Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training
Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries
Utilize standard technology such as telephone, e-mail, chat and web browser to perform job duties
Successfully complete ongoing CFPB training requirements as business needs dictate
Assist caller with filling out online inquiries and / or complaints and submitting it electronically
Make outbound phone calls as needed
Process general and complex cases for non-phone work as assigned.
Attention to detail while processing, being especially mindful of PII exposure
Redact cases according to provided guidelines and training
Tag cases according to provided guidelines and training
Document and transcribe recorded voicemails left by consumers after working hours and for survey feedback
Utilize scripts, standard operating procedures, and training materials to satisfactorily process documents, in timely and accurate manner
Provide accurate responses and documentation of inquiries and complaints from CFPB consumers
Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
Give general processing guidance to other Customer Service Representative II as needed
Refer cases as required to Customer Service Representative III
Maintain up-to-date knowledge of CFPB regulations and policies as they apply
Report problems that occur via the online system so they can be addressed by the appropriate parties
Respond to telephone inquiries within the set departmental staffing and time parameters
May be required to work GDIT scheduled holidays. Overtime may be required
Regular and predictable attendance is required
Perform other related duties as assigned
High School diploma or equivalent and some higher education required, Bachelor's degree preferred.
Security Clearance Required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background check
Minimum 2 years' customer service and / or financial products for service experience required
Familiarity with CRC or CRM contractor computer systems
Must be able to speak English clearly and professionally
Bilingual requested and ability to speak Spanish clearly and professionally
Must be able to type a minimum of 20 WPM, 30 WPM preferred
Ability to effectively work within established contractual turnaround times required
Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks
Proven ability to work as a team member is required
Participate in training and receive certification that all required modules received a passing score
WORKING CONDITIONSThe 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 Title 13 data;
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.
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.For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector.
Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide.
GDIT is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.#CB