Job Description

Contact Center Agent - Mid (Tier 2)

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).

Responsibilities

The contact center agent will handle business customer Tier 2 issues for FinCEN policies related to real estate finances. The duties expected in this role include:

• 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.

Qualifications

Required:

Experience: Two years of contact center experience required.

Education: 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.

Skills and Abilities:

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.

Experience as a real estate agent, attorney, or title insurer is strongly desired.

Demonstrated communications skills.

Language Requirements:

Fluent in both spoken and written English.

Bilingual capabilities, particularly in Spanish, is a plus but not required.

Telework Setup Requirements:

Stable High-Speed Internet: A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently.

Connectivity and download test may be required.

Company Overview:

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal! Our package also includes:

• 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
• Equal Opportunity Employer/Protected Veteran/Disability

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