Contact Center Senior Analyst (Federal Agency Support)

Integral • Vienna, VA

121d • Remote

About The Position

Integral Federal is actively seeking a Contact Center Senior Analyst to join a policy support team for a federal agency. This individual will be responsible for senior-level policy support to end customers with a focus on real estate funding. The individual may help manage lower-level contact center agents to ensure adherence to Service Level Agreements (SLAs), accurate information delivery, and seamless collaboration with government contacts. Employees work closely with Tier 3 support agents to help resolve end consumers' policy questions. This location for this role will be remote or hybrid, but may convert to an on-client site in Tysons Corner, VA upon once award details are provided. All candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Requirements

• 5+ years of experience in a contact center, customer service environment with prior experience in an environment with multiple channels, including email and phone; experience with Amazon Connect and Amazon Lex preferred.
• Experience researching problems, analyzing trends, and distributing findings through ITSM; experience with Salesforce and or MS Dynamics for incident management is preferred.
• 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.

Nice To Haves

• 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.
• Fluent in both spoken and written English; bilingual capabilities, particularly in Spanish, are 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.
• Provide quality oversight and coaching to junior 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree