Job Description

Registry Analyst

Telework

US Citizen

We are looking for a Registry Analyst in support of the CMS NSHD program. This is a great opportunity for someone who enjoys helping others, solving problems, and providing excellent customer service.

Job Description: Responsible for intermediate level inbound call, outbound call, email and web chat services, as well as back-office services. Applies skills and experience to show a focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).

• Maintains end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service.
• Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.
• Researches and analyzes customer service issues to provide information and solutions in a timely manner.
• Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers.
• Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.
• Performs analysis of COD borrower data integrity situations identified by Customer.
• Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions.
• Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures.
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer.
• Support Services shall be executed in compliance with processing and program guidelines published by Customer.

Minimum Qualifications

• High School Diploma or GED.
• 2-5 years or related experience in Customer Service or public relations.

Other Job Specific Skills

• Excellent customer service skills.
• Ability to provide effective customer service and deal tactfully and courteously with the public.
• Strong commitment to providing quality service.
• Strong attention to detail and accuracy.
• Ability to convey enthusiasm, energy and sincerity over the phone.
• Exceptional problem solving and organizational skills.
• Ability to foster a good working relationship and rapport with customers.

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