Customer Service Analyst (Data Analyst 1) ID-5054

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.

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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

LSU is dedicated to fostering an environment where our employees feel appreciated for their skills and individuality. If a candidate does not meet the minimum qualifications as listed but has substantial experience in the key job responsibilities, we encourage them to apply.

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.

 

Customer Service Analyst (Data Analyst 1) ID-5054

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