CONSUMER SERVICE ANALYST - 48003512

Requisition No: 847791 

Agency: Department of Education

Working Title: CONSUMER SERVICE ANALYST - 48003512

 Pay Plan: Career Service

Position Number: 48003512 

Salary:  33,760.00 

Posting Closing Date: 03/03/2025 

Total Compensation Estimator Tool

Florida Department of Education

Office of Student Financial Assistance (OSFA)

Location: Tallahassee Turlington Building

Consumer Service Analyst  - CS

Salary Range: $33,760.00-$36,036.00

Office of Student Financial Assistance Mission Statement:

Office of Student Financial Assistance (OSFA) serves as a guarantor for the Federal Family Education Loan Program (FFELP) and the administrator of Florida's scholarship and grant programs.  The OSFA mission is to facilitate higher education access and services by providing exemplary customer attention, comprehensive financial aid information, and convenient and efficient products.

Office of Student Financial Assistance

Office Contact

Kimberly Hale, 850-245-5180

Job Description

This is a specialized clerical position, whose incumbent is responsible for providing extensive customer assistance services to participants in the Federal Family Education Loan Program (FFELP) administered by the Department’s Office of Student Financial Assistance. Employees may be given an assessment quarterly to gauge their comprehension of the state and federal programs.  A score of a 90% or higher will be required to receive a passing grade.

Duties and Responsibilities

(Note: The omission of specific job duties does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)

The Florida Department of Education (FDOE) has an open position that is responsible for executing the following functions:

• Receives, responds to and resolves customer inquiries and concerns received by telephone, mail, or in person.
• Receives and logs incoming customer inquiries received by telephone, mail, or fax.  Follows procedural guidelines to research customer questions and concerns using a variety of methods such as referring to manuals, consulting with specialists and/or querying on-line databases.
• Reviews and resolves routine customer requests by investigating the issue to determine adjustments to data, corrections to operational errors, and answers to the questions.  Follows up with the customer and/or participant through written correspondence or via telephone to communicate the problem solution. 
• Forwards non-routine customer requests to the appropriate internal group for resolution. 
• Analyzes and tracks customer contact statistics and provides summary reports to management.
• Makes pre-claim and billing collection calls to borrowers and borrowers’ references.
• Verifies paid-in-full accounts and requests verification letters to borrowers and schools.  Assists with IRS tax offset procedures.
• Updates borrower demographic records.
• Performs other duties as assigned.

Who We’re Looking For

The ideal incumbent must be productive under tight timeframes, balance multiple and competing priorities and maintain goal-directed behavior and performance sometimes under stressful conditions. The incumbent must interact courteously with others. The performance and behavior of all employees must demonstrate consideration of the workload concerns of others and must not negatively affect productivity and morale of the unity. Attendance is an essential function.

Knowledge, Skills, and Abilities

Knowledge, Skills and Abilities, including utilization of equipment, required for the position:

Knowledge of office procedures and practices.

Knowledge of the principles and techniques of effective communication.

Knowledge of the methods of data collection.

Ability to deal with the public in a tactful and courteous manner.

Ability to utilize problem-solving techniques.

Ability to plan, organize and coordinate work assignments.

Ability to understand and apply applicable rules, regulations, policies and procedures.

Minimum Qualifications:

• Experience in communicating with consumers verbally over the phone or through emails.

Preferred Qualifications

Preferences will be given to applicants who are able to speak Spanish and/or interpret for Spanish speaking consumers.

APPLICATION INFORMATION & REQUIREMENTS

Candidate Profile (application) must be complete in its entirety. Your packet may be held up at the final review step if you are missing the below items:

• Work History (entered with the most recent/current listed first:
  • Any and all State of Florida jobs
  • Any and all Florida University jobs
  • All periods of employment
  • Periods of unemployment
  • Gaps 3 months or more*
  • Education
  • Volunteer Experience
• Include supervisor names and phone numbers including current place of employment.
• *Gaps 3 months or more must be addressed – you will need to account for and explain any gaps in employment including unemployment. You can either list these in your application under Period of Employment or attach a word document listing your gaps.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.  
• It is unacceptable to use the statement “See Resume” in place of entering work history. Your candidate profile will convert to your official application.

• If claiming Veteran’s Preference, candidate MUST attach supporting documentation (DD214).
• If claiming Right to First Interview, candidate MUST attach a copy of your official layoff letter when applying. This only applies to employees laid off from Career Service positions.
• All documentation is due by the close of the vacancy announcement.

If you experience problems applying online, please call the People First Service Center at (877) 562-7287

WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

LEAVE INFORMATION: (CS)

• • Annual Leave - All full-time Career Service employees filling established positions earn annual leave in varying increments dependent upon years of creditable service. Employees with up to 5 years of creditable service earn 8.667 hours per month, with 5 to 10 years earn 10.833 hours per month and those with over 10 years of service earn 13 hours per month. Employees in Senior Management Service and Selected Exempt Service positions are credited with 176 hours of annual leave upon appointment. In subsequent years, the annual allotment is credited on the anniversary date of the initial appointment.
  • Sick Leave -. Career Service employees earn 8.667 hours of sick leave credits per month

BACKGROUND SCREENING REQUIREMENT

It is the policy of the Florida Department of Education that applicants for employment/volunteer undergo Level 2 background screening in accordance with the requirements of Chapter 435, Florida Statutes, as a condition of employment or being permitted to serve as a volunteer. You will be required to provide your Social Security Number to conduct required verifications. No applicant for a designated position will be employed or permitted to volunteer until the level 2 screening results are received, reviewed, and approved by the Department. Level 2 background screening shall include, but not be limited to, fingerprinting for statewide criminal and juvenile records checks through the Florida Department of Law Enforcement, and federal criminal records checks through the Federal Bureau of Investigation and may include local criminal records checks through local law enforcement agencies.

SPECIAL REQUIREMENTS: 

You will be required to provide your Social Security Number to conduct required verifications.

Selective Services System (SSS)

Male applicants born on or after October 1, 1962 will not be eligible for hire or promotion in the Other Personal Services (OPS) or Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire.  For more information, please visit the Social Security website.

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

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.