REGULATORY CONSULTANT - 79010550

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

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The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Agency: Business and Professional Regulation

Working Title: REGULATORY CONSULTANT - 79010550

**INTERNAL AGENCY - You must be employed by the
Department of Business & Professional Regulation to be considered. **

***Applicants must complete all fields in the Candidate Profile. Work history, hours worked, and formal education are required to qualify for this position. Responses to Qualifying Questions must be verifiable in the Candidate Profile. Resumes and other documentation can be attached to provide additional information.***

The Work You Will Do:

This position is a highly responsible professional position under the direct supervision of the Tech Support Manager/Data Steward. The Team Lead acts as the Subject Matter Expert for the Customer Contact Center by providing assistance and support to call center agents on complex customer inquiries regarding licensing status information and requirements. Duties include but are not limited to:

• Accepts and responds to priority issues received from call agents and/or customer requests for escalations.
• Answers incoming calls and emails to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry and provides accurate information in accordance with department’s policies and procedures as well as Florida Statutes and Rules.
• Responds to customer inquiries regarding licensing matters or requirements, continuing education requirements and fees with minimal assistance.
• Escalates issues which cannot be resolved by the use of available CCC resource for further and detailed research.
• Reviews information in CRM, Versa Regulation, OnBase, DBPR’s intranet site and/or internet site as well as statutory laws and rules to provide responses to customer inquiries. Updates CRM with accurate and current information; updating records with information pertinent to each caller including, caller name, phone number and notes regarding customer’s inquiry and the resolution offered.
• Provides mentoring and training to call center agents as needed.
• Performs other duties as required.

Knowledge, Skills, and Abilities:

• 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.

Background Screening Requirement:

Background Screening Requirement:The Florida Department of Business and Professional Regulation requires all job applicants, interns, volunteers and contractors to pass a Level 2 background check as per Chapter 435, Florida Statutes which consists of fingerprinting and a check of local, state, and national law enforcement records. Employees will be retained in the state and national rap back program, providing real-time arrest hit notifications. This check must be completed before you can start working or contracting

Preferred Qualification :

Applicant Note: If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.

NOTE:This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace.

The Florida Department of Business & Professional Regulation is committedto increasing recruitment and hiring of individuals with disabilities andimproving employment outcomes.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at [phone]. DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.

SPECIAL REMINDERS:

The Florida Department of Business & Professional Regulation values the sacrifices veterans and their family members have given to our country and support the hiring of returning service members and military spouses.

A candidate for veterans’ preference who believes he or she was not afforded employment preference may file a complaint in accordance with Rule 55A-7.016, F.A.C., with the Florida Department of Veterans’ Affairs, Veterans’ Preference Coordinator, 11351 Ulmerton Road, Suite 311, Largo, FL, 33778. The Department of Veterans’ Affairs has also established an email where people can electronically file claims or ask questions. The email is [e-mail].

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE.

Pursuant to Chapter 295, Florida Statutes,candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here . All documentation is due by the close of the vacancy announcement.

Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.