Regulatory Specialist II - 79000277

State of Florida • Largo, FL

5d • Onsite

About The Position

The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail. This position works as a Call Agent for the Customer Contact Center (CCC). The RSII responds to customer inquiries by providing general licensing status information and requirements for DBPR regulated Professions & Businesses with minimal assistance and submits an escalation referral when further action is necessary for resolution.

Requirements

• Ability to communicate effectively verbally & in writing
• Ability to mentor individuals
• Ability to investigate, analyze and route DHR related complaints as needed.
• Ability to understand and explain statutes, rules, and regulations.
• Computer Skills.
• Knowledge of the CCC and Department's systems including the licensing database and document imaging system.
• 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.
• Must have at least one (1) year of experience verbally relaying and communicating information to the public
• Must have experience working in a professional office environment.

Nice To Haves

• Customer Contact Center experience
• Bilingual, preferably in Spanish

Responsibilities

• Answers incoming calls to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry, and provides accurate information in accordance with the department’s policies and procedures as well as Florida Statutes and rules.
• Responds to telephonic inquiries regarding licensing matters or requirements, continuing education requirements, and fees.
• Responds to customer inquiries regarding all professions including Hotels and Restaurants and submits an escalation referral when further action is necessary for resolution.
• Calls regarding Real Estate, Cosmetology and Barbers, with minimal assistance from a Regulatory Consultant or Regulatory Program Administrator.
• Reviews information in the call center system, DBPR’s intranet site and/or internet site, as well as statutory laws and rules to provide responses to customer inquiries.
• Updates call center systems with accurate and current information; updating records with information pertinent to each caller including their name, phone number and other relative information regarding the customer’s inquiry and the resolution offered.

Benefits

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida
• Ability to earn up to 104 hours of paid sick leave annually.
• Health insurance coverage (i.e. individual and family coverage) to eligible employees.
• $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University

What This Job Offers

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