FEMA Analyst - Remote

DESCRIPTION

Michael Baker International is seeking a EMR Analyst to join our team. The successful candidate will be an integral member of the Emergency Management and Response Office in Alexandria, Virginia. As part of this office, the Analyst will support the Federal Emergency Management Agency (FEMA) under FEMA’s Risk Mapping, Assessment and Planning (MAP) Customer and Data Services (CDS) contract. As a member of FEMA’s Mapping and Insurance eXchange contact center, the candidate will assist Agency stakeholders by answering questions received by telephone, email, and chat about a wide variety of topics under the National Flood Insurance Program, including its regulations, flood hazard mapping program, financial and physical mitigation opportunities. This position supports the Agency with its mission to reduce future losses from floods and other natural disasters by providing professional services to the public, FEMA, and its partners.

RESPONSIBILITIES

• Reads, uses, and interprets flood hazard data and technical documents, including but not limited to FEMA Flood Insurance Rate Maps (FIRMs), Flood Insurance Studies (FIS), and other flood hazard products, including those in a Geographic Information Systems (GIS) format.
• Perform risk assessment using flood hazard maps and technical surveying/engineering documents to evaluate the applicability of the mandatory flood insurance purchase requirement through the Letter of Map Change (LOMC) process.
• Use a variety of tools and software such as the mapping Information Platform (MIP), National Flood Hazard Layer (NFHL), and LOMA Logic, an internal processing tool that facilities the processing of Letter of Map Change (LOMC) requests.
• Reads, uses, and interprets Federal floodplain management regulations and other technical industry publications including, but not limited to the NFIP Flood Insurance Manual, the FEMA 480, the MT-1 Technical Guidance, and FEMA Technical Bulletins.
• Supports stakeholder inquiries regarding flood hazard mapping, floodplain management, and flood insurance activities pertaining to the NFIP.
• Responds to inquiries by providing excellent customer service, clarifying issues to both technical and non-technical audience, researching regulations and requirements, implementing solutions; and escalating unresolved problems or questions to more tenured team members or subject matter experts.
• Disseminate information on Federal regulatory requirements and guidance, NFIP flood insurance risk rating and applicable rules/documentation.
• Entering data accurately, while in a fast-paced environment.
• Handles inbound and outbound telephone calls, chats, and emails using exemplary customer service industry techniques, including soft verbal skills and issue identification.
• Prepares professionally written technical responses to stakeholders.
• Completes detailed research to support NFIP policyholders with historical flood insurance claim information with accuracy and ensuring the protection of customer information.
• Convey general information pertaining to flood insurance, including but not limited to claims, rating, coverage, elevation certificates, cancellations, endorsements, and agent referrals.
• Provide resources, points of contact and general knowledge about flood insurance.
• Maintains accuracy in the customer database by capturing, validating, storing, protecting, and processing required data to ensure the availability, reliability, and relevance of the data.
• Supports the training program by training and coaching newly hired staff and communicating with managers to identify training needs.
• Fosters an environment of continuous learning by providing feedback to and accepting feedback from peers.
• Supports the client's mission as necessary and the contact center in a surge capacity in times of disaster including extended hours of operation and weekend support.
• Other duties as assigned.

PROFESSIONAL REQUIREMENTS

• Bachelor’s Degree in Geography, Geology, Environmental Science or other earth science-related degree or have prior FEMA insurance or mapping experience.
• 0-3 years of professional experience. Experience combined with education and trainings relative to the position will be considered.
• Must be a US Citizen and be able to obtain a Public Trust Clearance.
• Customer service and solution-oriented attitude; able to represent the company in a positive manner with internal and external clients.
• Excellent verbal and written communication skills, and the ability to speak clearly on the telephone.
• Demonstrated willingness to be flexible and adaptable to changing priorities.
• Strong multi-tasking and organizational skills.
• Excellent oral and written communication skills, proactive communicator.
• Microsoft Office skills, including Microsoft Word, Excel and SharePoint.

PREFERRED

• Experience with the National Flood Insurance Program (NFIP) and regulations is preferred; however, a suitable candidate exhibiting skills to understand, retain, and communicate the regulations and insurance-related products would be considered.
• Associate in National Flood Insurance (ANFI) certifications.
• The preferred candidate also must demonstrate the ability to read, use, and interpret Flood Insurance Rate Maps (FIRMs) and is familiar with GIS mapping software and terminology.
• Certified in Floodplain Management (CFM)
• Spanish-language proficiency

COMPENSATION
The approximate compensation range for this position is $37,086 to $54,633. This compensation range is a good faith estimate for the position at the time of posting. Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.