Integral Federal, Inc. · 3 months ago
Contact Center Agent - Mid (Tier 2)
US-VA-Vienna
Full-time
Hybrid
Entry, Mid Level
2+ years expIntegral Federal, Inc. is actively seeking a Mid-Level Analyst to join a contact center support team for a federal agency. The role focuses on providing mid-level policy support to end customers regarding real estate funding, ensuring exceptional customer service and effective communication.
ConsultingInformation TechnologyLegalRoboticsSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Deliver service and support to FinCEN customers
Interact with customers to provide and process information in response to inquiries, concerns, and requests about FinCEN business policies as it relates to certain non-financed transfers of residential real estate to legal entities or trusts
Gather customers’ information and determine the issue by evaluating and analyzing the questions/issues
Research required information using available resources, including knowledge bases, training materials, and published solutions
Follow established FinCEN processes and procedures
Identify and escalate priority issues and redirect problems to appropriate resources
Accurately process and record call transactions via computer using FinCEN’s Salesforce ticketing system
Follow up and make scheduled call-backs to customers, according to standard procedures (when applicable)
Stay current with FinCEN policies, changes, and updates, per direction
Qualification
Required
Two years of contact center experience required
Bachelor's degree required or in lieu of a bachelor's degree: three years of customer service/contact center experience (five years' experience total without a degree)
Active SECRET security clearance required
Experience researching problems, analyzing trends, and distributing findings
Well-versed in customer service, best practices, and ensuring high-quality interactions
Strong in conveying information clearly and effectively, in writing or verbally
Skilled with contact center and CRM tools, facilitating efficient issue resolution
Agile in responding to fast-paced work demands and adept at solving problems
Demonstrated communications skills
Fluent in both spoken and written English
Stable High-Speed Internet: A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently
Preferred
Experience with MS Dynamics and Salesforce is a plus
Experience as a real estate agent, attorney, or title insurer is strongly desired
Bilingual capabilities, particularly in Spanish, is a plus but not required
Benefits
Paid parental leave
Immediate vesting in our 401(k)
Medical, Dental & Vision Insurance
Flexible Spending Accounts
Short-Term and Long-Term Disability Insurance
Life Insurance
Paid Time Off & Holidays
Earned Bonuses & Awards
Professional Training Reimbursement
Paid Parking
Employee Assistance Program
Company
Integral Federal, Inc.
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver transformative solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Wayne Wilkinson
President & Chief Executive Officer, Board Director
Manuel E. Mendez
Chief Financial Officer
Company data provided by crunchbase