Hybrid Research Assistant II - OBR Processing (5057) na Eagle Harbor, LLC

Eagle Harbor, LLC a subsidiary of Three Saints Bay, LLC and Federal Contracting leader is seeking a Research Assistant II to provide support to our customer in Martinsburg, WV.

Responsibilities:

• Examples of support duties performed by the RA2 for the OBR Processing team:
• Responsibilities:
• Re-checks assignments if the lower-level staff cannot complete the work item; performs and completes the work item or escalates to the next level
• Performs in-depth analytical research, searches and analyses to complete and close complex requests that cannot be resolved by other members of the team, or through exhaustive research determines that the request cannot be completed based on the information provided
• Perform a variety of simple to complex search activities across multiple applications and record sets.
• Reviewing records to determine best processing practices from receipt to destruction
• Conducts training sessions for all new team members
• Execute approved detailed processes for assigned work area with a high degree of understanding and application.
• Communicates with supervisory staff to determine their output / reporting needs as they relate to production statistics.
• Improve interaction with active Federal Firearms Licensees using a variety of contact methods such as inbound and outbound telephone calls, electronic mail, and facsimile transmissions.
• Accurately and efficiently updating results and documenting communication details in an arranged, organized manner to include date and time of communication, person with whom contact was made if applicable, and follow-up information or results
• Managing workload based on and in accordance with appropriate time zone areas
• Maintains production performance and workflow; continuously reviews and monitors workgroup performance & workflows; workgroup performance statistics.
• Verifying and updating dealer contact information as necessary
• Completing other duties as requested by contract management
• May be required to perform Team Lead duties such as assisting with managing work assignments of same or lower level staff, compiling, analyzing and presenting workload statistics for the team, aid in identifying team performance issues and providing re-fresher training and job aids to improve team performance, productivity and quality

Requirements:

• US Citizen
• Ability to pass a pre-employment background check
• Ability to pass Agency Clearance
• HS Diploma or GED plus 4 years of relevant experience; College degree preferred
• Minimum of 3 years experience on the ATF Contract.  At least one year of experience as a Research Assistant 1 or higher is preferred; or three years of experience on the ATF contract with two years of experiences as a General Clerk III or higher is preferred.
• Three months in current position is required; one year of data entry experience is preferred
• Previous management and / or leadership experience is preferred
• Knowledgeable with firearm and federal license regulations including, but not limited to: The Gun Control Act of 1968 (GCA), Stolen Firearms Federal Regulations, The Brady Bill and The National Firearms Act (NFA)
• 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
• Ability to work with minimal supervision, perform tasks in a timely and efficient manner while following policies and procedures
• Experience in performing work with a strong sense of attention to detail and accuracy
• Manage time to efficiently complete the actions within acceptable service and accuracy levels
• Proven ability to manage work schedule to effectively work under time constraints
• Highly proficient and strong computer skills including accurate use of keyboard, expert skills with various computer programs and databases used in the work processes including proficiency with, but not limited to, eTowrs, FTS, FLS, FID, ECM, and Microsoft Office Suite applications and accessing and utilizing web browsers to conduct advanced research
• Knowledgeable and proficient with analytical fact finding and investigative techniques to gather and analyze information and research data
• Identifying and submitting complex and / or potential problems to appropriate levels of management for resolution and providing prompt and effective communication to team members.  
• Ability to apply expert judgment in selecting, applying, and adapting appropriate work-related material in all formats that follow a broad range of principles, concepts and practices. May include the ability to recognize patterns to focus the search and make independent decisions about when to move from one search technique to another or from one records / dataset to another, interpret and select information to be prepped, imaged or entered from the variety of sources
• Performing other Duties as assigned by Supervisor as needed to meet contract requirements, administrative tasks such as ensure team goals are met, recording performance records and training for same or lower level staff
• Able to work as a team player
• Understanding and dedication to providing excellent Customer Service
• Ability to accurately record and report production numbers
• Excellent at communication with various audience levels, both written and verbal
• Ability to perform frequent and repetitive motions using fingers, hands, wrists and arms
• Ability to occasionally lift up to 40 pounds

Position located in Martinsburg, WV

Apply at:

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.