CUSTOMER RESOURCE SPECIALIST III in Waldorf, Maryland at CLJ Consulting And Contracting LLC

Job Description: CUSTOMER RESOURCE SPECIALIST III

Location: Remote (Must be Conducted in the United States)

Rate: $37 - $40 per hour

Work Schedule: Monday through Friday (Dayshift)

Scope:

Customer Resource Specialist III shall provide advanced customer resource and case management support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. Responsible for maintaining active communication with applicants and public safety agencies, coordinating case activities, and ensuring accurate documentation throughout the claims lifecycle while delivering exceptional customer service.

Duties and Responsibilities:

Serve as a secondary point of contact for applicants and public safety agencies throughout the claims process. Provide proactive follow-up regarding claim status and required documentation. Respond to voicemails, emails, and customer inquiries in a timely and professional manner. Initiate and maintain electronic claim files within the PSOB 2.0 Portal. Review applicant information to ensure records are complete, accurate, and current. Update the Government's case management system with all customer outreach activities. Coordinate with Benefits Specialists and Government personnel regarding active claims. Assist in resolving customer questions and documentation issues. Properly close complete cases. Perform other duties as assigned.

Minimum Qualifications:

High School Diploma or equivalent. Minimum five (5) years of benefits, claims processing, customer service, or case management experience. Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel. Experience working with electronic case management or CRM systems. Ability to obtain and maintain Public Trust (Minimum Background Investigation). Must be a U.S. citizen

Knowledge, Skills, and Abilities:

Excellent customer service and interpersonal communication skills. Strong organizational and case management abilities. Ability to communicate professionally and compassionately. Strong attention to detail and documentation skills. Ability to prioritize competing assignments. Ability to work independently in a remote environment. Ability to safeguard confidential information. Strong analytical and problem-solving abilities.