Licensing & Regulatory Support Specialist

State of Florida; Tallahassee (FL); On-site; USD 60,000 - 75,000; Full time

Job summary

State of Florida's Department of Business and Professional Regulation is seeking a Regulatory Consultant to support the Customer Contact Center and licensing information inquiries. Under supervision, you will respond to inquiries, provide accurate statutory guidance, and assist with escalation and training of call center agents.

Ideal candidates will have strong written and verbal communication skills, knowledge of licensing rules, and proficiency with Microsoft Office Suite.

Qualifications

• Ability to communicate effectively verbally & in writing, ability to train individuals, ability to investigate, analyze and route DHR related complaints as needed.
• Ability to understand and explain statutes, rules and regulations.
• Knowledge of the CCC and the Department's systems including the licensing database and document imaging system.
• Must be able to address and/or research inquiries regarding all DBPR licensing and regulation matters.
• Ability to establish and maintain effective working relationships with others.
• Knowledge of the techniques for handling complaints and dealing with the public.
• Ability to understand and apply applicable rules, policies and procedures regarding licensure and regulation of professionals, and ensure consumer protection as it relates to the professions we regulate.
• Must have at least one (1) year experience relaying and communicating information to the public verbally and through written correspondence.
• Must have experience researching and communicating policies, procedures, statutes, and rules.
• Must be proficient in Microsoft Office Suite.

Responsibilities

• Accepts and responds to priority issues from call agents and escalate when needed.
• Answers calls and emails to the Customer Contact Center with courteous, professional information.
• Responds to licensing inquiries and continuing education questions.
• Escalates unresolved issues for further research.
• Updates CRM with caller information and resolutions.
• Provides mentoring and training to call center agents as needed.
• Performs other duties as required.

Skills

Verbal communication

Written communication

Training others

Investigate & analyze

Explain statutes & rules

Public inquiries handling

MS Office proficiency

Tools

Microsoft Office Suite

CRM systems

Job description

State of Florida's Department of Business and Professional Regulation is seeking a Regulatory Consultant to support the Customer Contact Center and licensing information inquiries. Under supervision, you will respond to inquiries, provide accurate statutory guidance, and assist with escalation and training of call center agents.

Ideal candidates will have strong written and verbal communication skills, knowledge of licensing rules, and proficiency with Microsoft Office Suite.