Contact Center Agent - Mid (Tier 2)

Integral • Vienna, VA

148d

About The Position

Integral Federal is actively seeking a Mid-Level Analyst to join a contact center support team for a federal agency. This individual will be responsible for mid-level policy support to end customers with a focus on real estate funding, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills. This role will also involve working closely with Tier 3 support agents to help resolve end consumers’ policy questions. This role is likely to start out remote or hybrid, but may convert to an on-client site in Tysons Corner, VA. All candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Requirements

• 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. Experience with MS Dynamics and Salesforce is a plus.
• Agile in responding to fast-paced work demands and adept at solving problems.
• Demonstrated communications skills.

Nice To Haves

• Experience as a real estate agent, attorney, or title insurer is strongly desired.
• Bilingual capabilities, particularly in Spanish, is a plus but not required.

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.

Benefits

• 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
• Paid parental leave
• Immediate vesting in our 401(k).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees