Job Information
MyFlorida CONSUMER SERVICE ANALYST - 48003512 in TALLAHASSEE, Florida
CONSUMER SERVICE ANALYST - 48003512
Date: Sep 10, 2024
The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .
Requisition No: 837052
Agency: Department of Education
Working Title: CONSUMER SERVICE ANALYST - 48003512
Pay Plan: Career Service
Position Number: 48003512
Salary: 33,760.00
Posting Closing Date: 09/26/2024
Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)
Florida Department of Education
Division of Finance and Operations
Office of Student Financial Assistance
Location: Tallahassee Turlington Building
Consumer Service Analyst – Career Service
Position Number: 48003512
Salary Range: $33,760.00 - $35,429.94
This advertisement may be used to fill multiple vacancies up to six months.
Our Mission
The Office of Student Financial Assistance (OSFA) serves as the administrator of Florida's state scholarship and grant programs with the mission to facilitate higher education access and services by providing exemplary customer attention, comprehensive financial aid information, and convenient and efficient products. Our mission is to report data that reflects the hard work of our educational partners and students.
FDOE’s goal is to hire individuals to provide these core principles within their work:
Higher Student Achievement
Seamless Articulation and Maximum Access
Skilled Workforce and Economic Development
Quality Services
Florida Department of Education (https://www.fldoe.org/)
Office Contact
Kim Hale – 850-410-5180
Job Description
This is a specialized clerical position responsible for providing extensive customer assistant services to participants in the Bright Futures Scholarship and Grant Programs administered by the Department’s Office of Student Financial Assistance (OSFA).
*This position is not approved for telework and must report to the location listed above.
Duties and Responsibilities
(Note: The omission of specific job duties does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)
OSFA has an open position that is responsible for executing the following functions:
Receives, responds to and resolves customer inquiries and concerns received by telephone, mail, or in person.
Receives and logs incoming customer inquiries received by telephone, mail, or fax
- Follows procedural guidelines to research customer questions and concerns using a variety of methods such as referring to manuals, consulting with specialists and/or querying on-line databases.
Reviews and resolves routine customer requests by investigating the issue to determine adjustments to data, corrections to operational errors, and answers to the questions. Follows up with the customer and/or participant through written correspondence or via telephone to communicate the problem solution.
Forwards non-routine customer requests to the appropriate internal group for resolution.
Analyzes and tracks customer contact statistics and provides summary reports to management.
Makes pre-claim and billing collection calls to borrowers and borrowers’ references.
Verifies paid-in-full accounts and requests verification letters to borrowers and schools. Assists with IRS tax offset procedures.
Updates borrower demographic records.
Performs other duties as assigned.
Who We’re Looking For
The ideal incumbent must be productive under tight timeframes, balance multiple and competing priorities and maintain goal-directed behavior and performance sometimes under stressful conditions. The incumbent must interact courteously with others. The performance and behavior of all employees must demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of the unity. Attendance is an essential function.
Knowledge, Skills, and Abilities
Ability to understand and apply Florida Statutes and FDOE rules and policies
Ability to solve problems
Ability to communicate effectively verbally and in writing
Ability to plan, organize and coordinate work assignments
Ability to deal with the public in a tactful and courteous manner.
Ability to utilize problem-solving techniques.
Ability to plan, organize and coordinate work assignments.
Ability to understand and apply applicable rules, regulations, policies and procedures.
Knowledge of Microsoft Office software, including Outlook, Word, PowerPoint, and Excel
Knowledge of office procedures and practices.
Minimum Qualifications:
Ability to communicate effectively including verbal and written communication.
Excellent customer service skills.
Preferred Qualifications
Preferences will be given to applicants who have excellent communication skills, experience with billable accounts, and data collection.
APPLICATION INFORMATION & REQUIREMENTS
Work History (entered with the most recent/current listed first):
- Any and all State of Florida jobs
- Florida University jobs
All periods of employment from high school graduation
Periods of unemployment
Gaps 3 months or more*
Education
Volunteer Experience
Include supervisor names and phone numbers including current place of employment.
- Gaps 3 months or more must be addressed – you will need to account for and explain any gaps in employment including unemployment. You can either list these in your application under Period of Employment or attach a word document listing your gaps.
Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
It isunacceptableto use the statement “See Resume” in place of entering work history. Your candidate profile will convert to your official application.
If claiming Veteran’s Preference (https://www.dms.myflorida.com/content/download/130394/809960/2017-004AdministrationofVeterans) , candidate MUST attach supporting documentation (DD214).
If claiming Right to First Interview (https://www.flrules.org/gateway/ruleno.asp?id=60L-33.004&Section=0) , candidate MUST attach a copy of your official layoff letter when applying. This only applies to employees laid off from Career Service positions.
All documentation is due by the close of the vacancy announcement.
If you experience problems applying online, please call the People First Service Center at (877) 562-7287
WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!
- State Group Insurance coverage options+
(health, life, dental, vision, and other supplemental option)
Retirement plan options, including employer contributions ( www.myfrs.com )
Nine paid holidays and a Personal Holiday each year
- Annual and Sick Leave Benefits
Student Loan Forgiveness Program (Eligibility required)
- Flexible Spending Accounts
Tuition Fee Waivers (Accepted by major Florida colleges/universities)
Ongoing comprehensive training provided
Career Growth
Highly skilled, professional environment
Maternity and Parental Leave Benefits
For a more complete list of benefits, visit www.mybenefits.myflorida.com .
- We care about the success of our employees.
We care about the success of our clients.
- We are always improving our technology, our tools, our customers’ experiences and ourselves.
A rewarding experience for reliable, compassionate and professional employees.
LEAVE INFORMATION:
+ + Annual Leave - All full-time Career Service employees filling established positions earn annual leave in varying increments dependent upon years of creditable service. Employees with up to 5 years of creditable service earn 8.667 hours per month, with 5 to 10 years earn 10.833 hours per month and those with over 10 years of service earn 13 hours per month. Employees in Senior Management Service and Selected Exempt Service positions are credited with 176 hours of annual leave upon appointment. In subsequent years, the annual allotment is credited on the anniversary date of the initial appointment.
Sick Leave -. Career Service employees earn 8.667 hours of sick leave credits per month
BACKGROUND SCREENING REQUIREMENT
It is the policy of the Florida Department of Education that applicants for employment/volunteer undergo Level 2 background screening in accordance with the requirements of Chapter 435, Florida Statutes, as a condition of employment or being permitted to serve as a volunteer. You will be required to provide your Social Security Number to conduct required verifications. No applicant for a designated position will be employed, contracted or permitted to volunteer until the level 2 screening results are received, reviewed, and approved by the Department. Level 2 background screening shall include, but not be limited to, finger printing for all purposes and checks under this requirement, statewide criminal and juvenile records checks through the Florida Department of Law Enforcement, federal criminal records check through the Federal Bureau of Investigation, and local criminal records checks through local law enforcement.
SPECIAL REQUIREMENTS:
Selective Services System (SSS)
Male applicants born on or after October 1, 1962 will not be eligible for hire or promotion in the Other Personal Services (OPS) or Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the Selective Service Website (http://www.sss.gov/) .
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.
Location:
TALLAHASSEE, FL, US, 32399
Nearest Major Market:Tallahassee