The Customer Service Representative (CSR) is responsible for answering inquiries received through multiple communication channels to include telephone, email and chat.  The Customer Service Representative II provides information and documents complaints regarding financial institutions and financial products.  This is a position responsible for disseminating information and aiding with consumer complaints and handling escalated and complex cases that arise. Spanish speaking applicants needed.

Job Duties:

• Primary responsibility of all Customer Service Representative is to provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner.
• Adhere to the Privacy Act as it relates to the confidentiality of information received.
• Assist with side-by-side mentoring for new employees.
• Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training.
• Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries.
• Utilize standard technology such as telephone, e-mail, chat, and web browser to perform job duties.
• Successfully complete ongoing CFPB training requirements as business needs dictate.
• Assist caller with filling out online inquiries and/or complaints and submitting it electronically.
• Make outbound phone calls as needed.
• Process general and complex cases for non-phone work as assigned.
• Attention to detail while processing, being especially mindful of PII exposure.
• Redact cases according to provided guidelines and training.
• Tag cases according to provided guidelines and training.
• Document and transcribe recorded voicemails left by consumers after working hours and for survey feedback.
• Utilize scripts, standard operating procedures, and training materials to satisfactorily process documents, in timely and accurate manner.
• Provide accurate responses and documentation of inquiries and complaints from CFPB consumers.
• Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics.
• Give general processing guidance to other Customer Service Representative II as needed.
• Refer cases as required to Customer Service Representative III.
• Maintain up-to-date knowledge of CFPB regulations and policies as they apply.
• Report problems that occur via the online system so they can be addressed by the appropriate parties.
• Respond to telephone inquiries within the set departmental staffing and time parameters.

Operating Hours:  M - F 8:00 am - 8:00 pm EST

Pay Rate:  $14.26 per hour

Location:  MUST live in Duval County, Jacksonville, FL area, accessible to work site.

Status: Currently, remote - work from home. May require onsite working hours in the future. 

Requirements:

• High school diploma, GED, or equivalent education required; Bachelor’s degree preferred.
• Minimum two (2) years’ customer service and/or financial products for service experience required.
• Ability to speak, read and write in English and professionally required, bilingual (Spanish) preferred.
• Security Clearance required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background check.
• Participate in training and receive certification that all required modules received a passing score.
• Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.
• General knowledge of government programs.
• Ability to receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers.
• Familiarity with CRC or CRM contractor computer systems.
• Must be able to type a minimum of 20 WPM, 30 WPM preferred.
• Ability to effectively work within established contractual turnaround times required.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background/Suitability Check, Drug Screening and Skills Assessments Required

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication.

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K. Additional ancillary benefits will also be available.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.