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General Clerk II

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Description Leidos FTC SNS General Clerk II’s (GCII) respond to incoming contacts from level one counselors for the purposes of escalation or consultation. GCII’s will also respond to incoming frontline calls related to identity theft and consumer fraud. Efforts are made to efficiently document consumer complaints into a secure database, provide educational materials/referrals, while providing A+ customer service. The role is accepting applicants and will select one individual from for either the Indianapolis or Albuquerque location.PRIMARY RESPONSIBILITIES:Respond to internal C1 call escalations/consults. Document consumer data into web application. Additional duties include but are not limited to form escalations, Callbacks/Voicemail Callbacks, Fulfillment test, processing CRC emails, Mailscan processing, Other/Other processing and respond to inbound consumer Chats. Respond to frontline level inbound calls, database documentation, provide education related to identity theft resolution, fraud prevention, and applicable federal laws.MINIMUM REQUIRED QUALIFICATIONS: HS Diploma or GED Equivalent.Good computer/typing skills.Excellent communication skills.Cross-trained in both IDT & RF (CIS/HELP)Overall QA scores > 93%Accuracy scores > 97%Professional scores > 98%2 years service as a C1 on FTC SNS CRCStrong dependability history, including attendance and aux usageFirm grasp of FTC content, processes, and proceduresHigh level of professionalism and customer serviceDemonstration of providing accurate, complete education to consumersAbility to efficiently and effectively manage inbound phone callsNo current written disciplinary actionsADDITIONAL DESIRED QUALIFICATIONS: Bilingual (Fluent in Spanish and English, both written and speech).This position is covered under the Service Contract Act and is subject to minimum wage requirements as well as the minimum Health and Welfare benefit. Leidos will ensure that all wage and benefit provisions are met as required by the Service Contract Act. The salary rate for this position is $17.20 an hour.Original Posting Date:2024-05-21While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.Pay Range:Pay Range -The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.