Job Description: CUSTOMER RESOURCE SPECIALIST II

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

Rate: $32 - $35 per hour

Work Schedule: Monday through Friday (Dayshift)

Scope:

Customer Resource Specialist II shall provide 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. Serves as the secondary point of contact for applicants and public safety agencies by coordinating case activities, maintaining accurate records, and ensuring timely communication throughout the claims process.

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 three (3) 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 communication skills. Strong organizational and case management abilities. Ability to communicate professionally and compassionately. Strong attention to detail. Ability to manage multiple priorities. Ability to work independently in a remote environment. Ability to maintain confidentiality of sensitive information. Strong problem-solving skills.