Senior End User Support Analyst - Consumer Financial Protection Bureau

Summary

This job will close when we have received 300 applications which may be sooner than the closing date. Learn more

This position is located at CFPB, CONSUMER RESPONSE. As a Senior End User Support Analyst, you will be working cross-functionally across the Office of Consumer Response and the Office of Technology and Innovation (T&I). This role is responsible for handling escalated technical support tickets and user issues from a large and diverse group of complaint process stakeholders that include financial service companies, government agencies, congressional offices, and consumers.

Responsibilities

As a Senior End User Support Analyst, you will:

• Serve as primary point of contact for escalated, time-sensitive support for portal support tickets and leads overall approach for communication and activities of end-to-end tier II support directly with impacted users. Collaborates with teams in Consumer Response and T&I to address tickets that are primarily technical in nature. Builds and manages cooperative, ongoing working relationships with key internal stakeholders. Serves as a primary liaison for internal clients in Stakeholder Services and Stakeholder Engagement to respond and close-out escalated support tickets.
• Use verbal and written communication skills to present ideas and solutions in both tech- friendly and user-friendly language. Coordinates and executes regular, structured stakeholder communication and engagement.
• Independently troubleshoot user issues related to the Salesforce CRM (Mosaic), including network connections, browser issues, and interfacing solutions (e.g., EZ Protect, Address Doctor, Relational Junction.) Exercises independent judgment to involve technical teams/leadership for further resolution.
• Engage directly with users in real time on technical issues - e.g., including frequently troubleshooting issues by phone with end users. Uses excellent customer service skills with users with the goal to resolve issues accurately and completely.
• Support Complaint Process Monitoring Team, including monitoring ongoing user behavior and monitoring administrative response categories. Monitors and ensures system health by deactivating accounts that have not completed the annual certification process, are dormant, are offboarded, etc.

Travel Required

• Not required

Promotion Potential

• 53

Supervisory Status

• No