Customer Support Representative-Case Examination

• →Review/examine/interpret forms, legal evidence, savings bonds, and other information to ensure accuracy and completion of processes and transaction details for compliance with Treasury regulations and internal procedures. 

• →Aim to exceed established metrics for accuracy, timeliness, and completeness. 

• →Establish and maintain accurate digital customer records.  Utilize multiple software applications to retrieve and relay relevant customer information. Interact with customers via telephone or in writing. 

• → Apply critical thinking to provide superior customer service to external and internal customers by independently providing instruction, support, and inquiry resolution. 

• →Ensure strict adherence and compliance to all regulations, guidelines, and controls. 

• →Interpret and apply policies and procedures related to products and services supported by the Treasury department.  

• →Maintain business expertise and the ability to adapt to changing technology, processes, procedures, and controls. 

• →Assists in the identification of day-to-day customer trends and other business needs to help improve operational efficiencies and drive process innovations. 

• →Assists with peer training and mentoring. 

• →Completes ad-hoc work assignments and/or participates in projects as needed or assigned. 

• →Provide support to other staff as appropriate or needed. 

• Associate’s degree, or equivalent combination of education and/or work experience preferred. 

• Minimum 1 year experience in customer service, operations and/or related area, or equivalent post-secondary education and/or experience. 

• Proficient computer skills including, but not limited to data entry, and ability to navigate within multiple applications concurrently. Experience with Microsoft Office applications, Internet and web-based applications, e-mail systems, etc. 

• Strong skills in some or all the following areas: customer service, problem solving, adaptability and flexibility, attention to detail, interpersonal, verbal, and written communications including active listening, and time management. 

• Must be a U.S. citizen or lawful permanent resident alien with at least three years of legal residency. 

*Salary range is $45,600-$57,033-$68,400. The expected starting salary range is $50,000-$57,000. Salary offer will be based on qualifications/experience of the candidate, alignment with market data, the needs of the position, our total compensation package, and internal equity.

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