Integral Federal, Inc. · 5 days ago
Contact Center Escalations Analyst (Mid and Senior)
US-VA-Vienna
Full-time
Hybrid
Mid, Senior Level
5+ years expIntegral Federal is actively seeking a Contact Center Senior Analyst to join a policy support team for a federal agency. This role focuses on delivering senior-level policy support to end customers, managing lower-level agents, and ensuring adherence to Service Level Agreements while resolving policy-related inquiries.
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
Provide quality oversight and coaching to jr agents
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, per standard procedures (when applicable)
Stay current with FinCEN policies, changes, and updates, per direction
Handle escalations for policy-related questions for FinCEN Residential Reporting and serve as the final determination given to customers seeking advisement
Qualification
Required
5+ years of experience in a contact center, customer service environment with prior experience in an environment with multiple channels, including email and phone
Strong leadership and analysis skills, with extensive customer service, verbal and written communication skills required
Ability to collaborate effectively with internal and external stakeholders
Analytical skills with a focus on performance metrics and continuous improvement
Bachelor's degree or certification; work experience may be a substitute
Active SECRET security clearance required
Stable High-Speed Internet: A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently
Connectivity and download test may be required
Preferred
Experience with Amazon Connect and Amazon Lex preferred
Experience with Salesforce and or MS Dynamics for incident management is preferred
Prior experience in a team lead or supervisory role in an environment with multiple channels
Experience with federal ticketing and service desk processes
Experience as a real estate agent, property management, attorney, or title insurer is strongly desired
Bilingual capabilities, particularly in Spanish, are 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