REGULATORY CONSULTANT - 79010550

State of Florida

2d

About The Position

This position is a highly responsible professional position under the direct supervision of the Tech Support Manager/Data Steward.  The Team Lead acts as the Subject Matter Expert for the Customer Contact Center by providing assistance and support to call center agents on complex customer inquiries regarding licensing status information and requirements.  Duties include but are not limited to:

Accepts and responds to priority issues received from call agents and/or customer requests for escalations.
Answers incoming calls and emails to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry and provides accurate information in accordance with department’s policies and procedures as well as Florida Statutes and Rules.
Responds to customer inquiries regarding licensing matters or requirements, continuing education requirements and fees with minimal assistance.
Escalates issues which cannot be resolved by the use of available CCC resource for further and detailed research.
Reviews information in CRM, Versa Regulation, OnBase, DBPR’s intranet site and/or internet site as well as statutory laws and rules to provide responses to customer inquiries.  Updates CRM with accurate and current information; updating records with information pertinent to each caller including, caller name, phone number and notes regarding customer’s inquiry and the resolution offered.
Provides mentoring and training to call center agents as needed.
Performs other duties as required.

Requirements

• Must have at least one (1) year experience relaying and communicating information to the public verbally and through written correspondence.
• Must have experience researching and communicating policies, procedures, statutes, and rules.
• Must be proficient in Microsoft Office Suite.
• Ability to communicate effectively verbally & in writing, ability to train individuals, ability to investigate, analyze and route DHR related complaints as needed.
• Ability to understand and explain statutes, rules and regulations.
• Knowledge of the CCC and the Department's systems including the licensing database and document imaging system.
• Must be able to address and/or research inquiries regarding all DBPR licensing and regulation matters.
• Ability to establish and maintain effective working relationships with others.
• Knowledge of the techniques for handling complaints and dealing with the public.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals, and ensure consumer protection as it relates to the professions we regulate.

Responsibilities

• Accepts and responds to priority issues received from call agents and/or customer requests for escalations.
• Answers incoming calls and emails to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry and provides accurate information in accordance with department’s policies and procedures as well as Florida Statutes and Rules.
• Responds to customer inquiries regarding licensing matters or requirements, continuing education requirements and fees with minimal assistance.
• Escalates issues which cannot be resolved by the use of available CCC resource for further and detailed research.
• Reviews information in CRM, Versa Regulation, OnBase, DBPR’s intranet site and/or internet site as well as statutory laws and rules to provide responses to customer inquiries.
• Updates CRM with accurate and current information; updating records with information pertinent to each caller including, caller name, phone number and notes regarding customer’s inquiry and the resolution offered.
• Provides mentoring and training to call center agents as needed.
• Performs other duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed