Regulatory Specialist Iii

Requisition No: 879668

Agency: Business and Professional Regulation

Working Title: Regulatory Specialist III -

The Division of Service Operations manages the Central Intake and Licensure unit, the one‑stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e‑mail. This position works as a Regulatory Specialist III (RSIII) in the Customer Contact Center.

The RSIII responds to customer inquiries by providing general licensing status information and requirements for DBPR regulated professions and businesses with minimal assistance and submits an escalation referral when further action is necessary for resolution. These inquiries include more complicated calls regarding, but not limited to, condominiums, community association managers, homeowners associations, mobile homes, timeshares, hotels, and restaurants.

• Answer incoming calls to the Customer Contact Center in a courteous and professional manner, assess the customer’s inquiry, and provide accurate information in accordance with department policies and procedures as well as Florida Statutes and rules.
• Respond to telephonic inquiries regarding all DBPR licensing matters or requirements, continuing education requirements, and fees.
• Review information in call center systems, DBPR’s intranet site and/or internet site as well as statutory laws and rules to provide responses to customer inquiries. Update call center systems with accurate and current information; update records with information pertinent to each caller including their name, phone number and other pertinent details regarding the customer’s inquiry and the resolution offered.
• Participate in staff meetings and training sessions.
• Review email procedural updates as it relates to the Customer Contact Center processes. Follow call center standards and procedures as indicated in the Standard Operating Procedures Manual.

• Ability to communicate effectively verbally and in writing, mentor individuals, investigate, analyze, and route DHR related complaints as needed.
• Ability to understand and explain statutes, rules, and regulations.
• Computer skills: knowledge of the CCC and Department’s systems including the licensing database and document imaging system.
• Ability to establish and maintain effective working relationships with others.
• Knowledge of 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.
• At least two (2) years of experience relaying and communicating information to the public verbally.
• At least two (2) years of professional office experience.

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday.
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida.
• Ability to earn up to 104 hours of paid sick leave annually.
• Health insurance coverage (individual and family) to eligible employees.
• $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies available for dental, vision, hospital supplement, cancer, etc.
• Tax‑deferred medical and childcare reimbursement accounts available.
• Tuition waiver program to attend an approved State of Florida College or University.

Applicants 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. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.

Information disclosed in responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must also be disclosed on the State of Florida Employment Application.

NOTE:

This position requires a security background check, physician assessment, drug screening, and participation in direct deposit. Applicants must provide their Social Security Number and date of birth for the background check.

Pursuant to Florida Law, 110.211

F. S., the State of Florida is an EEO employer.