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Customer Service Representative

MAXIMUS Jacksonville, FL
  • Posted: over a month ago
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

The CFPB Customer Service Representative I provides information and documents complaints regarding financial institutions and financial products. The Customer Service Representative I reports directly to the Customer Service Supervisor, and takes direction from the Customer Service Manager.
This is an entry level position responsible for disseminating information and providing assistance with consumer cases.

Essential Job Duties:

  • Adhere to the Privacy Act as it relates to the confidentiality of information received
  • Provide accurate and knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information
  • Maintain a current understanding of the Program’s standard operating procedures, processes and Program policies as provided during training
  • Follow established and documented policies and standard operating procedures such as filling out their own timesheets, adhering to privacy rules and responding to numerous phone inquiries
  • Utilize standard technology such as telephone, e-mail, chat and web browser to perform job duties
  • Successfully complete ongoing CFPB training requirements as business needs dictate
  • Primary function is to assist callers by using scripted messages to take messages and direct calls to specific individuals within the organization
  • Process general cases for non-phone work as assigned
  • Attention to detail while processing, being especially mindful of PII exposure and the time frame that documents have to be completed in
  • Redact cases according to provided guidelines and training
  • Tag cases according to provided guidelines and training
  • Document and transcribe recorded voicemails left by consumers for survey feedback
  • Utilize scripts, standard operating procedures, and training materials to satisfactorily process basic documents, in timely and accurate manner
  • Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
  • Refer cases as required to Customer Service Representative II
  • Maintain up-to-date knowledge of CFPB regulations and policies as they apply
  • Report problems that occur via the online system so they can be addressed by the appropriate parties
  • Respond to telephone inquiries within the set departmental staffing and time parameters
  • May be required to work scheduled holidays. Overtime may be required
  • Regular and predictable attendance is required

Education/Experience Requirements:

  • High School diploma or equivalent required, Bachelor’s degree preferred
  • Security Clearance Required; position contingent upon ability to obtain successful Entrance on Duty (EOD) background check
  • Minimum two (2) years’ customer service and/or financial products for service experience required
  • Familiarity with CRC or CRM contractor computer systems
  • Must be able to speak English clearly and professionally
  • Bilingual requested and ability to speak Spanish clearly and professionally
  • Must be able to type a minimum of 20 WPM, 30 WPM preferred
  • Ability to effectively work within established contractual turnaround times required
  • Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks
  • Proven ability to work as a team member is required
  • Participate in training and receive certification that all required modules received a passing score


Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People®, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit


1 Imeson Park Boulevard Jacksonville, Florida 32218 United States
Jacksonville, FL

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