Call Center Assistant Manager (IT Analyst 2)

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Job Posting Title:

Call Center Assistant Manager (IT Analyst 2)

Position Type:

Professional / Unclassified

Department:

LSUAM ORED - SPI - NISC - NCDF

• Ops

• Call Center (Clarissa Herrera (00017984))

Work Location:

0355 William P. Johnston Hall

• Office

Pay Grade:

Professional

Job Description:

This is a professional / unclassified position at the National Center for Disaster Fraud (NCDF), a program within the Stephenson National Center for Security Research and Training (SNCSRT) at LSU. The Supervisory Customer Service Analyst helps to oversee the daily operations and personnel assigned to the call center, under the direction of the Call Center Managers and the Program Assistant Director. This position acts as the primary liaison to the FHFA OIG Hotline.

Job Responsibilities:

Intakes, Reviews and evaluates incoming Hotline FHFA OIG complaints to determine that the initial allegations of fraud, waste, and/or abuse pertain to Federal Home Loan Banks and or Government Sponsored Enterprises (GSEs

• Freddie Mac/Fannie Mae). Conducts follow up inquiries to further develop and corroborate initial complaint intake. Serves as a liaison and first line manager with FHFA-OIG Hotlines, primary resource for agency questions/concerns, and provides timely feedback. Drafts monthly reports for agencies. (40%)

Oversees the daily operations and personnel assigned to the call center while collaborating with other Call Center Assistant Managers, including but not limited to: coaching and developing Call Center Operators, preparing and implementing staffing schedules, performing call audits, handling call escalations and taking calls as needed, processing administrative paperwork, document editing and reporting. (40%)

Synthesizes complaint information and refers incoming complaints to the appropriate federal agency or OIG for appropriate attention and monitors the timeline of all Hotline cases to ensure that cases are opened and closed timely and managing responses on Hotline cases to determine GSE nexus within the specified timelines. 20%)

Administers and approves fraud complaints in respective agency databases. Return complaints entered incorrectly to student workers for correction / training. Document common complaint processing errors for future training opportunities. Maintain electronic error tracking system. Test, document, and implement new processes and technologies to be used in the call center. Develop and implement new and ongoing hotline training for Call Center Operators. (15%)

Other duties as assigned. (5%)

Minimum Qualifications:

Bachelor's Degree and one (1) year of supervisory experience. Experience with customer service and in a hot line call center.

Preferred Qualifications:

Master's Degree and two (2) years of supervisory experience. Experience with Trauma Informed Care. Bilingual fluency in Spanish and English.

Special / Physical Qualifications:

Proficient in Microsoft Office. Excellent analytical and verbal/written skills, as well as attention to detail and follow-up.

Flexible and adaptable to changing environment and new types of work. Availability to work full-time in either a day or afternoon/evening shift as per call center need. Must pass a federal background check.

Physical Demands:

Physical ability and eye-hand coordination necessary to use a computer terminal, copier, telephone and other standard office equipment; ability to sit in the same position for extended periods (5.5+ hours a day) at a time using continuous hand motions when entering data into the computer system.

Additional Job Description:

Special Instructions:

Please provide cover letter, resume and three (3) professional references including name, title, phone number and e-mail address.

Please attach ALL required documents under the "Resume/CV" section of your application.

A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required prior to hire.

Due to the nature of the position and/or position responsibilities this position shall be subject to pre-employment screenings. Must be able to pass a federal background check.

May be required to be on-call or work holiday and/or weekends, or during emergency situations such as hurricanes or other natural disasters per University Policy Statement 18.

For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email HR@lsu.edu.

For questions or concerns regarding the status of your application or salary ranges, please contact Heather Acord at hchapm1@lsu.edu.

Posting Date:

April 19, 2024

Closing Date (Open Until Filled if No Date Specified):

Additional Position Information:

Background Check

• An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits

• LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University's partner, next

Source Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):

LSU is an Equal Opportunity Employer and SAME Agency:

LSU is designated as a State As a Model Employer (SAME) agency and provides assistance to persons needing accommodations or with the accessibility of materials. For those seeking such accommodations or assistance related to this search, we encourage you to contact the Office of Human Resource Management (hr@lsu.edu).

HCM Contact Information:

For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email HR@lsu.edu. For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.