CONSUMER SERVICE ANALYST - 48003512

State of Florida•TALLAHASSEE, FL

2d•Onsite

About The Position

This is work in a Customer Service Call Center assisting students, parents, school counselors and the State programs staff of the Office of Student Financial Assistance in the Administration of the state funded financial aid programs. This position performs duties under the supervision of the Program Specialist Supervisor II-DOE-SES, in the Customer Service Call Center of the Office of Student Financial Assistance. The section staff answers phone calls from students, parents and school and district staff regarding issues with filing applications, submitting supportive documentation and general information regarding financial aid scholarships & grants. The employee must be productive under tight timeframes, balance multiple and competing priorities and maintain goal-directed behavior and performance sometimes under stressful conditions. The employee must interact courteously with others. The performance and behavior of all employees must demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of the unit. Attendance is an essential function of this position.

Requirements

Knowledge of word processing software, functions and capabilities.
Knowledge of the rules of grammar and punctuation.
Ability to provide technical assistance and program information.
Ability to communicate effectively.
Ability to establish and maintain effective working relationships with others.
Ability to interact courteously with others.
Ability to demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of the unit.
One to three years of professional experience in business operations, financial accounting, program management.
Ability to communicate effectively including verbal and written communication.
Experience in creating and conducting training courses.
Experience with public speaking.
Ability to provide work samples of writing skills for grammar, editing and communication review upon request.

Nice To Haves

Applicants who meet both the professional and educational experience.
Applicants who complete application information and hire requirements listed in the advertisement accurately and to completion.

Responsibilities

This is specialized work position in the Call Center Section of the Office of Student Financial Assistance.
Employees may be given an assessment quarterly to gauge their comprehension of the state and federal programs. A score of a 90% or higher will be required to receive a passing grade.
The employee must be productive under tight timeframes, balance multiple and competing priorities and maintain goal-directed behavior and performance sometimes under stressful conditions.
The employee must interact courteously with others.
The employee’s performance and behavior must demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of the unit.
Attendance is an essential function of this position.
Answer incoming customer service toll-free calls related to scholarships, grants and other programs.
Answers telephone calls and routes to appropriate staff person or agency.
Document customer inquiries in contact history.
Provide accurate information in a timely manner.
Communicates verbally and in writing to customer inquiries.
Provide technical and non-technical assistance to other staff members.
Respond to complaints, inquiries, and correspondence related to scholarships and grant programs.
Assists in providing recommendations for Web updates based on information and customer contacts.
Copies, faxes and files as needed.
Performs other duties as required.

Benefits

State Group Insurance coverage options+(health, life, dental, vision, and other supplemental option)
Retirement plan options, including employer contributions (www.myfrs.com)
Nine paid holidays and a Personal Holiday each year
Annual and Sick Leave Benefits
Student Loan Forgiveness Program (Eligibility required)
Flexible Spending Accounts
Tuition Fee Waivers (Accepted by major Florida colleges/universities)
Ongoing comprehensive training provided
Career Growth
Highly skilled, professional environment
Maternity and Parental Leave Benefits