Call Center Specialist - Tier 3

Responsibilities

• Serve as the initial point of contact between customers and the Government via the BJA PSOB 1-800 toll-free Customer Call Center.
• Provide direct support to the PSOB Director and other PSOB Federal and Contract staff.
• Deliver clear, timely, and accurate PSOB information to callers in a fast-paced, high-volume environment.
• Perform non-inherently governmental tasks; provide proactive customer service to survivors and agencies.
• Capture critical data on each application in the PSOB case management system; accept or reject applications based on submission of basic required documentation.
• Document every call in the PSOB 2.0 Portal the same or next business day (date/time of call, whether the applicant/agency POC was reached or a voicemail left, etc.).
• Answer general PSOB inquiries; forward other calls to PSOB staff as needed.
• Scan records using Government-furnished equipment; assist with mail merge correspondence when required.

Requirements

• High school diploma or higher
• 4+ years of benefits/claims specific experience
• U.S. citizen meeting the DOJ Residency Requirement (3 of the last 5 years spent residing in the U.S., working overseas for the U.S. in a Federal/military capacity, or as a dependent of a Federal/military employee serving overseas).
• Able to pass a Government security background investigation and qualify for a Minimum Background Investigation (MBI), as this is a moderate risk public trust position.
• Home office within the United States equipped with appropriate internet and telephone service.

Qualifications

None specified.

Skills

Customer service skills, ability to handle high volume calls, knowledge of benefits/claims systems, familiarity with government regulations and procedures.

Benefits

Health Insurance, Dental Insurance, Vision Insurance, Long-term and Short-term Disability Insurance, Life Insurance, 401(k) Plan, Holiday Pay, Paid Time Off.

Pay

Negotiable

Schedule

Full-time remote position, Monday through Friday, 8am to 5pm.