Customer Resource Specialist V

Overview:

Join our team as a Customer Resource Specialist and support the Public Safety Officers' Benefits (PSOB) Office at the Bureau of Justice Assistance (BJA) by providing critical customer service and administrative support for federal benefits programs serving public safety officers and their families. You will assist with managing customer inquiries, offer resource guidance, support survivors and claimants through the claims process, and ensure a compassionate and respectful experience for those seeking death, disability, and educational benefits.

FedWriters is expanding rapidly and has been recognized as a 2024 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment.

**This position is contingent upon contract award**

This full-time remote position will work Monday through Friday between the hours of 6:30 AM Eastern Time and 6:30 PM Eastern working 8-10 hours a day between these hours. 

• Serve as the primary point of contact for claimants, survivors, and public safety agencies, addressing inquiries about PSOB benefits programs with professionalism and empathy.
• Provide clear guidance on the application and claims process for death, disability, and educational benefits, ensuring all required documentation is submitted.
• Respond to phone calls, emails, and other correspondence from applicants and stakeholders in a timely and respectful manner.
• Assist survivors, injured officers, and public safety agencies by connecting them with available resources and support services.
• Maintain accurate and detailed records of customer interactions and follow-up actions in the PSOB case management system.
• Collaborate with team members and other program staff to ensure timely processing and resolution of customer concerns.
• Communicate program updates, policy changes, and claim determinations to applicants and relevant stakeholders.
• Identify common issues or challenges faced by applicants and provide feedback to improve processes and customer experience.
• Uphold confidentiality and handle sensitive information with discretion and integrity.

• High School Diploma, or Bachelor’s Degree from an accredited institution
• If Education is only High School Diploma, then seven (7) or more years of benefits / claims-specific experience in a customer service environment.
• If Education is above High School Diploma, then two (2) years of customer service 
  experience.
• Must have reliable internet and telephone services to perform the required tasks.
• Exceptional interpersonal skills with the ability to provide compassionate and empathetic customer service, particularly to individuals facing challenging circumstances.
• Fluent in Spanish is high desired.