Case Processing Associate

What You Need to Know (Job Overview)

Under limited supervision, serve as an RC Care Client Care Manager to ensure the timely resolutions of payments to disaster-affect individuals and households. This role will be a part of a team that provides 24/7/365 coverage, including supporting steady-state and operational-state, to ensure that each and every qualifying case opened in our casework system of record can successfully progress from case creation to payment received. In this role, the Case Processing Associate will report to the Supervisor, Case Processing. The responsibilities will include supporting case processing, as well as working with volunteers, and supporting the development of case processing procedures, tools, and training. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations. This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need.

Where Your Career Is a Force for Good (Key Responsibilities)

• Serve as an RC Care Client Care Manager by identifying and solving specific case issues, communicating with disaster clients as needed, to include client verifications and payment resolution.
• Provide direct support to Red Cross Regions and DROs for specific case issues and overall case processing trends.
• Support the development of a volunteer cadre of Client Care Managers.
• Coordinate with the NHQ contact center team and third-party call center staff to serve clients expeditiously, to include oversight of client services provided and escalated through various entry points.
• Monitor case processing and client communications, working independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership.
• Establish and maintain mechanisms to monitor outcomes related to consistent and effective case processing customer service.
• Serve on-call rotations to support overnight and weekend case processing, approximately 1 week of every month.

Scope

Individual contributor that works under limited supervision and performs their responsibilities during both steady-state and operational-state periods. Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge.

What You Need to Succeed (Minimum Qualifications)

• Education: Bachelor's degree required.
• Experience: Minimum 3 years of related experience or equivalent combination of education and related experience required. Management experience cannot be substituted.
• Skills & Abilities: Ability to work on a team.
• Travel: Travel may be required up to 10%.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business offices with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

Pay

The salary range for this position is $57,816.00 - $64,240.00. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

Benefits

• Medical, Dental, Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on FLSA status and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition