General Clerk III

This position uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The General Clerk III selects from alternative methods and refers problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include: assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both manually and electronically);

verifying statistical reports for accuracy and completeness; compiling information; and handling and adjusting complaints.

Duties specific to supporting the task may include:

• Answer incoming telephone calls and properly respond to inquiries
• Telephone responsibilities to include answering in-coming multi-line switchboard, as well as resolving the call to include but are not limited to taking messages, transferring calls to the appropriate party or to voice mail.
• Open, date stamp, log and distribute daily mail
• Obtain significant knowledge of and access to various computer programs and databases used in the NFA and FESD Division – including but not limited to NFRTR, FLS, FEIS, Microsoft Office Suite and other databases as established
• Compile data from various sources and enter pertinent information into appropriate database, spreadsheet or other communication instrument
• Properly and tactfully deal with Federal personnel as well as Industry members
• Ability to handle complaints orally and/or written to elevate to the proper chain of command
• Assisting in a variety of administrative matters
• Requesting confidential information to input into various databases to retrieve information
• Verifying caller’s PII (full name, SSN, DOB, and/or address) to ensure breech of data does not occur
• Ability to retrieve information from various resources to compile correspondences
• Ability to email or fax documents as needed
• Verify information for outgoing correspondences to assure accuracy and completeness

• Work with minimal supervision and manage time to efficiently complete actions within acceptable service and accuracy levels
• Experience in performing work requiring attention to detail and accuracy
• Good Sense of time management and the ability to work under time constraints
• Willingness to work as a team player
• Strong sense of Customer Service
• Understanding of the importance of consistently delivering high-quality work
• Experience in identifying and submitting potential problems to appropriate levels of management
• Exhibit good computer skills including accurate use of keyboard, familiarity with basic Microsoft Office applications and accessing and utilizing web browsers to conduct simple inquiries
• Excellent oral and written communication skills
• Identifying and submitting potential problems to appropriate levels of management

• Must be able to obtain and maintain MRPT facility credentials/authorization.
  
  Note:
  
  US Citizenship is required for MRPT facility credentials/authorization at this work location.

• Ability to frequently lift up to 40 pounds
• Ability to perform frequent repetitive motions using fingers, hands, wrists and arms
• Proven telephonic customer service skills
• Documented ability to resolve complex issues for customers

• High school diploma or general education degree (GED) is required
• Some telephonic customer service skills preferred including, but not limited to, ability to fax, scan, file and distribute incoming documents, excellent telephone etiquette to include answering in-coming calls and placing out-going calls as well as resolving the call to include, but not limited to, taking messages, transferring the caller to voice mail or transferring the caller
• This position may require performing some training of same or…