Customer Service Analyst

2 weeks ago

Washington, Washington, D.C., United States U.S. Department of Housing and Urban Development Full time
Job Summary

We are seeking a highly skilled Customer Service Analyst to join our team at the U.S. Department of Housing and Urban Development. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, resolving complex issues, and improving our service delivery.

Key Responsibilities
  • Analyze and resolve customer complaints and issues related to our Mortgage-Backed Security lifecycle.
  • Collaborate with customers and senior analysts to identify and define systems requirements for our CSM ServiceNow application.
  • Manage a triage system to prioritize and assign help desk tickets to senior analysts.
  • Act as a liaison to clients and customers to assist in the resolution of issues.
Requirements
  • One year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service.
  • Utilizing a digital customer service management platform to track and monitor customer events, including transactions, comments, complaints, and resolutions.
  • Running reports to assist with the analysis of data to determine common issues and opportunities for improvement.
  • Acting as a liaison to clients and customers to assist in the resolution of issues.
Working Conditions

The official duty station for this position will be in Washington, District of Columbia. You must be able to work in a fast-paced environment and be able to communicate effectively with customers and team members.

What We Offer
  • A competitive salary and benefits package.
  • The opportunity to work with a dynamic team and contribute to the success of our organization.
  • Professional development opportunities to help you grow in your career.

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