Regulatory Specialist II - 79000587

Requisition No: 831551

Agency: Business and Professional Regulations

Working Title: REGULATORY SPECIALIST II - 79000587

Pay Plan: Career Service

Position Number: 79000587

Salary: $1,600.57 Bi-weekly

Posting Closing Date: 07/03/2024

Total Compensation Estimator Tool

Division of Service Operations

Customer Contact Center

REGULATORY SPECIALIST II

Position #79000587

Hiring Salary: $1,600.57 Bi-weekly (Annual Salary: $41,614.82)

Open Competitive

Our Organization and Mission:

The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail. This position works as a Call Agent for the Customer Contact Center (CCC).

The Work You Will Do:

The RSII responds to customer inquiries by providing general licensing status information and requirements for DBPR regulated Professions & Businesses with minimal assistance and submits an escalation referral when further action is necessary for resolution.

Your Specific Responsibilities:

• Answers incoming calls to the Customer Contact Center in a courteous and professional manner, assesses customer's inquiry, and provides accurate information in accordance with the department's policies and procedures as well as Florida Statutes and rules.

• Responds to telephonic inquiries regarding licensing matters or requirements, continuing education requirements, and fees.

• Responds to customer inquiries regarding all professions including Hotels and Restaurants and submits an escalation referral when further action is necessary for resolution. Calls regarding Real Estate, Cosmetology and Barbers, with minimal assistance from a Regulatory Consultant or Regulatory Program Administrator.

• Reviews information in the call center system, DBPR's intranet site and/or internet site, as well as statutory laws and rules to provide responses to customer inquiries. Updates call center systems with accurate and current information; updating records with information pertinent to each caller including their name, phone number and other relative information regarding the customer's inquiry and the resolution offered.

Knowledge, Skills, and Abilities:

• Ability to communicate effectively verbally & in writing, ability to mentor individuals, ability to investigate, analyze and route DHR related complaints as needed.

• Ability to understand and explain statutes, rules, and regulations.

• Computer Skills. Knowledge of the CCC and Department's systems including the licensing database and document imaging system.

• Ability to establish and maintain effective working relationships with others.

• Knowledge of the techniques for handling complaints and dealing with the public.

• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals, and ensure consumer protection as it relates to the professions we regulate.

Minimum Requirements:

• Must have at least one (1) year of experience verbally relaying and communicating information to the public; and

• Must have experience working in a professional office environment.

The Benefits of Working for the State of Florida:

"Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

• State of Florida retirement package: 3% employee contribution required.

• Nine annual paid holidays and one personal holiday

• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida

• Ability to earn up to 104 hours of paid sick leave annually.

• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.

• The State of Florida provides a $25,000 life insurance policy to eligible employees.

• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.

• Tax deferred medical and childcare reimbursement accounts are available.

• Tuition waiver program to attend an approved State of Florida College or University

For additional benefit information, please visit the following website: http://www.mybenefits.myflorida.com

• Information contained in responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must also be disclosed on the State of Florida Employment Application.

Applicant / Position Notes:

• If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.

• Candidates will be required to answer at least nine (9) calls per hour (CPH).

• This advertisement package may be used to fill additional Regulatory Specialist II vacancies occurring over the Six-month period immediately following the posting of this advertisement.

• Preference may be given to those applicants who have Customer Contact Center experience.

• Preference may be given to those applicants who are bilingual, preferably in Spanish.

• The applicant will be required to take and pass a Skills Verification Test (SVT).

• Upon completion of the probationary period, candidate may be eligible for teleworking from home.

NOTE: This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.

Applicants are required to apply through the People First system by the closing date, by applying online. All required documentation must be received by the closing date of the advertisement. If you have any questions regarding your application, you may call 1-877-562-7287.

The Florida Department of Business & Professional Regulation is committed to increasing recruitment and hiring of individuals with disabilities and improving employment outcomes.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at (850) 487-2074. DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.

SPECIAL REMINDERS:

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website: http://www.sss.gov .

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 canceled, suspended or deemed ineligible depending upon the date of your retirement.

The Florida Department of Business & Professional Regulation values the sacrifices veterans and their family members have given to our country and support the hiring of returning service members and military spouses.

A candidate for veterans' preference who believes he or she was not afforded employment preference may file a complaint in accordance with Rule 55A-7.016, F.A.C., with the Florida Department of Veterans' Affairs, Veterans' Preference Coordinator, 11351 Ulmerton Road, Suite 311, Largo, FL, 33778. The Department of Veterans' Affairs has also established an email where people can electronically file claims or ask questions. The email is veteranspreference@fdva.state.fl.us.

The Department of Business and Professional Regulation will only hire U. S. citizens and lawfully authorized alien workers. Our agency participates in the E-Verify System which is a federal government electronic database available for employers to use to verify the identity and employment eligibility of all persons hired to work in the United States.

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.