ACTIVE SECRET CLEARANCE

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).
Responsibilities:

The contact center agent will handle business customers 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.
• Provide quality oversight and coaching to jr 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.

Qualifications:

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

• 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 jr 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