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Bilingual Customer Service Representative - Jacksonville

Company: MAXIMUS
Location: Jacksonville
Posted on: November 11, 2019

Job Description:

Job Description Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. Job Description Summary MAXIMUS is currently looking for Bilingual Customer Service Representatives to join our team in Jacksonville, FL. The CFPB Customer Service Representative II provides information and documents complaints regarding financial institutions and financial products. The Customer Service Representative II reports directly to the Customer Service Supervisor, and takes direction from the Customer Service Manager. This is a position responsible for disseminating information and providing assistance with consumer complaints. This position is responsible for handling escalated and complex cases that arise. RESPONSIBILITIES AND DUTIES: •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 scheduled holidays. Overtime may be required •Regular and predictable attendance is required EDUCATION / EQUIVALENT TRAINING: •High School diploma or equivalent required, Bachelor’s degree preferred QUALIFICATIONS: •Security Clearance Required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background check • Minimum two (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 MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services. Requires a High School Diploma or GED. 1-3 years of related customer service, call center or help desk experience. Basic knowledge of company or customer products and services. Basic computer skills, which may require proficiency in one or more specific applications, depending on job assignment. Effective communications skills. #Neuvoo EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Keywords: MAXIMUS, Jacksonville , Bilingual Customer Service Representative - Jacksonville, Other , Jacksonville, Florida

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