Experienced EFAST2 Customer Service Specialist II – ERISA Filing Acceptance System Support and Administration

Introduction to GDIT and the Role

GDIT is a leading provider of technology, engineering, and professional services, and we are seeking an experienced and skilled EFAST2 Customer Service Specialist II to join our team. As a key member of our customer service team, you will play a vital role in providing expert support to employee benefit plan administrators and others on behalf of the U.S. Department of Labor (DOL) and the Internal Revenue Service (IRS). Our team is dedicated to delivering exceptional customer service, and we are looking for a talented individual to help us achieve our goals.

In this dynamic and challenging role, you will have the opportunity to work with the ERISA Filing Acceptance System 2 (EFAST2), a system used for the submission, receipt, and processing of the Form 5500 Series Annual Return/Report. These forms are a critical component of the annual reporting requirements under the Employee Retirement Income Security Act (ERISA) and the Internal Revenue Code. As a EFAST2 Customer Service Specialist II, you will be responsible for providing clear and concise information to EFAST2 callers, resolving issues, and escalating complex questions to more experienced specialists and government agencies.

Key Responsibilities

As an EFAST2 Customer Service Specialist II, your key responsibilities will include:

• Consistently demonstrating effective telephone communications with the EFAST2 filing public
• Providing clear and concise information to EFAST2 callers
• Exhibiting strong problem-solving capabilities with the EFAST2 filing public
• Working independently with accurate results that meet contractually required performance standards
• Receiving and utilizing regular feedback from supervisors and quality team for continuous improvement
• Maintaining a positive attitude and working well under pressure
• Escalating complex questions to more experienced specialists and government agencies
• Using software applications to receive calls, document questions and responses, and access resources
• Providing excellent attendance to ensure consistent, reliable support during hours of limited coverage, including single coverage

Essential Qualifications

To be successful in this role, you will need:

• A High School Diploma or GED
• At least 1 year of related experience in a call center or helpdesk environment
• The ability to attain a Minimum Background Investigation (MBI) public trust clearance, including travel to a U.S. Department of Labor approved USAccess location for fingerprinting and PIV (Personal Identity Verification) card issuance
• A minimum of 20 WPM typing speed
• Effective communication skills in both written and verbal English, with professional phone demeanor and email etiquette
• The ability to acquire knowledge quickly through self-directed learning and individual training
• Excellent interpersonal and organizational skills
• The ability to collaborate and work as a member of a team
• Working experience with Microsoft Office, including Outlook, Word, Excel, and Teams

Preferred Qualifications

While not required, the following skills and experience are preferred:

• Working experience with Salesforce (or other CRM) and a knowledge base or content management system
• Prior experience working in a customer-facing role, preferably in a government or financial services environment
• Familiarity with ERISA and the Form 5500 Series Annual Return/Report

Career Growth Opportunities and Learning Benefits

At GDIT, we are committed to helping our employees grow and develop in their careers. As an EFAST2 Customer Service Specialist II, you will have access to a range of training and development opportunities, including:

• Paid education and certifications
• Professional growth opportunities, including internal mobility and career advancement
• Cutting-edge technology and tools to help you stay up-to-date with the latest industry trends and developments
• A comprehensive onboarding program to ensure a smooth transition into the role

Work Environment and Company Culture

GDIT is a dynamic and supportive work environment that values diversity, inclusion, and teamwork. As an EFAST2 Customer Service Specialist II, you will be working remotely or in a hybrid environment, with the flexibility to work from home or in one of our office locations. You will be part of a talented and dedicated team that is passionate about delivering exceptional customer service and making a positive impact.

Our company culture is built on a foundation of integrity, respect, and trust, and we are committed to creating a work environment that is inclusive, supportive, and empowering. We believe in recognizing and rewarding our employees for their hard work and contributions, and we offer a range of benefits and perks to support your well-being and career growth.

Compensation, Perks, and Benefits

As an EFAST2 Customer Service Specialist II at GDIT, you can expect a competitive salary and a range of benefits, including:

• 401K with company match
• Comprehensive health and wellness packages
• Paid vacation and holidays
• Opportunities for professional growth and career advancement
• Access to cutting-edge technology and tools
• A dynamic and supportive work environment

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for the EFAST2 Customer Service Specialist II role at GDIT. This is a unique opportunity to join a talented and dedicated team and make a positive impact in a dynamic and challenging environment. Don't miss out on this exciting opportunity to take your career to the next level and apply now!

We are looking forward to hearing from you and exploring how you can contribute to our team's success. Apply now and take the first step towards a rewarding and challenging career as an EFAST2 Customer Service Specialist II at GDIT.

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