Call Center Specialist - Tier 4

Overview

Join our team as a Call Center Specialist and support the Bureau of Justice Assistance's (BJA) Public Safety Officers' Benefits (PSOB) Program by serving as the first point of contact for survivors, injured officers, and public safety agencies calling the PSOB Customer Call Center. You will answer inbound calls, capture and verify application data in the PSOB case management system, and document every interaction in the PSOB 2.0 Portal, ensuring callers receive fast, accurate, and respectful service throughout the claims process.

Work Schedule and Location

Remote: This full-time remote position will work Monday through Friday, 8am to 5pm.

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.

Required Qualifications

• A high school diploma or higher
• 6+ years of benefits/claims specific experience
• A 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)
• Ability to pass a Government security background investigation and qualify for a Minimum Background Investigation (MBI), as this is a moderate risk public trust position
• A home office within the United States equipped with appropriate internet and telephone service

Benefits

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

About the Team

FWI is an Equal Opportunity Employer, including disability/vets. We are proud to be recognized as a 2024 and 2025 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment.