Call Center Services Representative II - 60065669 - Tampa Call Center 1

State Of Florida Tampa , FL 33612

Posted 2 months ago

Requisition No: 521181

Agency: Children and Families

Working Title: CALL CENTER SERVICES REPRESENTATIVE II - 60065669

  • Tampa Call Center 1

Position Number: 60065669

Salary: $27,926 Minimum Annual. DCF Salary Policy will apply.

Posting Closing Date: 12/10/2021

THIS IS AN INTERNAL AGENCY OPPORTUNITY.

ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.

Call Center Services Representative II

Department of Children and Families

Tampa, Florida

This posting will be used to fill a Career Service position.

Current employees will be compensated in accordance with the DCF salary policy.

The call center serves the public from 7:00 AM - 6:00 PM EST, Monday

  • Friday.

Peak hours of operation are 8:00 AM to 5:00 PM, Monday

  • Friday.

Training and regular work schedules may differ from peak work times.

TO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED AND MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION/ CANDIDATE PROFILE AND RESUME.

It is unacceptable to use the statement "See Resume" in place of entering work history information.

Call Center Services Representative II - 60065669 1 - ESS Program

  • Tampa Call Center

MINIMUM QUALIFICATIONS:

  • Must be a current Florida Dept. of Children and Families ESS Call Center employee, AND
  • Two (2) years Call Center experience as a Call Center Services Representative.

Preference will be given to candidates with the following:

  • More than 2 years of experience as an CCSR- I or higher position.

POSITION DESCRIPTION

This is a full-time position, working 40 hours per week. Evening or weekend hours may be required as call volume dictates.

This position does not require face-to-face contact with clients to complete daily duties.

This is an internal professional position in the Tampa Customer Call Center. The work includes reviewing and analyzing cases to evaluate the quality of services, conducting training and mentoring staff. The position also requires planning, evaluating, leading and guiding staff towards continuous quality improvement.

DUTIES AND RESPONSIBILITIES:

This is a professional position primarily responsible for providing back-up to the unit supervisor in day-to-day duties which include but are not limited to:

  • Assists the Supervisor in mentoring and developing staff appropriately. Reviews cases as assigned and tracks data as needed.

  • Utilizes the FLORIDA computer system conducting comprehensive interviews, completing forms to verify information and documentation for purpose of collecting/updating data on applicants/recipients and their household members.

  • Assists clients in obtaining documentation when necessary.

  • Determines eligibility and authorizes timely and accurate benefits.

  • This is evaluated based on the current performance indicators policy, and procedures for public assistance programs.

  • Maintains assigned work responsibilities by taking prompt action on all case management activities.

  • Conducts special desk reviews as needed, i.e., changes, alerts, data exchanges, sanctions, fraud referrals, etc.

  • Processes special reports and maintains case records.

  • Maintains required procedural materials. Identifies cases of possible fraud overpayment and over issuance for referral to the Benefit Recovery Unit. Responds to customer communications in a professional and timely manner and makes referrals to community partners as appropriate. Takes corrective action on quality control reports and monitoring reports.

  • Attends and participates in supervisory conferences, meetings, trainings, workgroups, and quality initiatives.

  • Handle customer inquiry calls

  • Complete other related duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES

  • Knowledge of public assistance program objectives and policies

  • Knowledge of problem-solving techniques

  • Knowledge of training principles and practices

  • Knowledge of goal setting techniques.

  • Ability to communicate with others to obtain and verify information concerning eligibility.

  • Ability to detect and evaluate potential fraudulent situations.

  • Ability to analyze and interpret written, numerical, and verbal data from various sources.

  • Ability to enter Data accurately into a computerized system.

  • Ability to navigate through computer screens and complete and review basic computer documents and other forms.

  • Ability to review work to ensure compliance in accordance with regulations relating to eligibility and timeliness

  • Ability to read, understand, apply complicated and detailed regulations, and policy directives.

  • Ability to perform a variety of mathematical computations accurately and rapidly.

  • Ability to prepare, clear, concise and accurate records and reports.

  • Ability to maintain cooperative working relationships with the public and staff.

  • Ability to follow written and oral directions and instructions.

  • Ability to conduct fact-finding interviews

  • Ability to work with a diverse range of people

  • Ability to establish and maintain effective communication both oral and written

  • Ability to establish and maintain effective working relationships with others

INTERNAL AGENCY OPPORTUNITY.

ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE.

TO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED AND MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION/ CANDIDATE PROFILE AND RESUME.

It is unacceptable to use the statement "See Resume" in place of entering work history information.

Candidate Profile (application) must be completed in its entirety.

  • Include supervisor names and phone numbers for all periods of employment.

  • Account for and explain any gaps in employment so that the hiring process is not delayed.

  • 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 is unacceptable to use the statement "See Resume" in place of entering work history.

Additional Information/Requirements

  • Incumbents may be expected to work during emergency situations or natural disasters.

  • Incumbents may be eligible for telework if they have completed training and meet or exceed all performance expectations.

DCF EMPLOYMENT DISCLOSURES

The Department of Children and Families is a tobacco-free environment.

US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.

SELECTIVE SERVICE SYSTEM REGISTRATION All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov.

RETIREE NOTICE If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you required to repay all benefits received depending upon the date of your retirement.

BACKGROUND SCREENING It is the policy of the Florida Department of Children and Families that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S. No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

Mission: The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

Vision: We are a highly skilled workforce committed to empowering people with complex and varied needs to achieve the best outcomes for themselves and their families. In collaboration with community stakeholders, we will deliver world class and continuously improving service focused on providing the people we serve with the level and quality that we would demand and expect for our own families.

Values: A workforce that operates with integrity maintains loyalty to a code of ethics that requires the courage to take responsibility for providing the highest quality of service to the vulnerable. We are a solutions-focused learning organization built on a foundation of transparency in action and accountability of results. Both within the organization and among our stakeholders, we thrive in a culture of respect for diversity of opinion that is nurtured through open communication. High performing and committed, we are unified in our goal of excellence in achieving quality outcomes for those we serve.

To learn more please visit https://www.myflfamilies.com/.

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 clicking here. All documentation is due by the close of the vacancy announcement.

Nearest Major Market: Tampa

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Call Center Services Representative II - 60065669 - Tampa Call Center 1

State Of Florida