Customer Service Analyst (Data Analyst 1)

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Job Posting Title:

Customer Service Analyst (Data Analyst 1)

   

Position Type:

Professional / Unclassified

   

Department:

LSUAM ORED - SPI - NISC - NCDF - Ops - CC - SSA OIG (Chaylee Raiven Arellano (00046968), Scarlett Marie Qualls (00001035))

   

Work Location:

0355 William P. Johnston Hall - Office

   

Pay Grade:

   

Job Description:

This is a non-supervisory, 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 Customer Service Analyst helps to answer incoming calls to the call center, perform data entry, and assist with assigned projects. Other responsibilities include opening and/or closing the call center daily. Acting as supervisor in the absence of other supervisors. Responsible for assigning and tracking non-phone complaints and duties to student workers. This position falls under the direction of the Call Center Managers and the Program Assistant Director.

Job Responsibilities:

Receives and triages highly sensitive, confidential, and/or complex fraud and grievance calls on behalf of federal programs requiring a high degree of autonomy and the ability to interpret and analyze federal, state, and local policy and protocols. Provision non-phone complaints received by NCDF agency partners into each agency’s respective database. This includes reviewing non-phone complaints to determine agency nexus and provision that information into the appropriate database and tracking that information in internal databases. Maintains and develops metrics and reporting for cases including obtaining advanced levels of review and decision as prescribed.  (60%)

Assist Call Center Managers / Assistant Managers with any additional projects and administrative tasks with which assistance is requested.  (20%)

Leads and supervises the work of student CCO’s to ensure compliance according to federal, state and local policy and protocols. Responsible for assigning and tracking non-phone complaints and callbacks distributed to student workers as well as being the responsible party for opening and closing call center daily and ensuring opening and closing procedures are followed. (15%)

Acts as supervisor in the absence of Managers and Assistant Managers. This includes answering questions from student workers and determining the appropriate guidance to provide as well as ensuring hotline metrics are followed and hotline goals are being met. (5%)

Minimum Qualifications:

Bachelor's Degree

Preferred Qualifications:

Bachelor's Degree and experience in a call center setting. Customer service experience a plus. Proficient in Microsoft Office. Bilingual Spanish/English is a plus. 

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. 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.

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.

This position may be required to report to campus in times of emergency and / or closure per PS-18.

   

Posting Date:

May 22, 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