Customer Service Analyst – Grants Management - Justice Programs

CUSTOMER SERVICE ANALYST - Grants Management

ICF is seeking a CUSTOMER SERVICE ANALYST to support the Customer Service Center (CSC) in the Office of the Chief Financial Officer (OCFO) within the Office of Justice Programs (OJP). The Customer Service Center (CSC) provides financial and administrative support to grantees and stakeholders by assisting with grant payments, financial reporting, and system navigation. The CSC helps customers interpret federal financial policies, resolve technical issues, and ensure compliance with regulations. The CSC team tracks inquiries and trends to improve service delivery and internal operations. 

In this role, you will handle incoming phone calls and emails; complete financial reconciliations; perform data entry into OJP grant, financial, and payment systems; and complete other tasks as assigned.

* This position is REMOTE. This position requires Public Trust Clearance.

What You Will Do:

Customer Service and Engagement

• Respond to OJP grantee inquiries via phone and email related to grant financial management, payment processing, and system navigation, offering timely and courteous service.
• Troubleshoots issues related to system access, data entry, and submission of financial forms.
• Review FAQs, grants management resources, and other information to resolve customer inquiries.
• Clarifies OJP financial policies and procedures, including topics such as allowable costs, budget modifications, and closeout requirements.
• Analyze customer service issues, escalating those requiring complex guidance.
• Complete outbound calls that include callbacks retrieved from the after-hours voice mail box and referrals that require additional information.
• Document inquiries and resolutions to ensure accountability and continuous improvement.

Financial Administrative Support

• Financial Reconciliation of grant closeouts by completing financial analysis and reconciliation efforts to process grant closures.
• Excess Cash Reviews by reviewing and analyzing grantees cash positions to determine if they have exceeded cash-on-hand limits.
• Verifying and reconciling Grantee Payments by providing accurate and prompt review, reconciliation, and recording of all payments into OJP’s financial system.
• Financial Federal Reporting (FFR) Support by FFR by providing direct support to customers on FFR reporting, discrepancies, and system inquiries.
• ASAP Enrollments Support by working with the customers to initiate and complete enrollment in the Treasury payment system ASAP.
• Treasury Cancellations Support by monitoring transactions, resolving errors, processing, and posting treasury cancellations.

Your minimum qualifications

• Minimum of an Associate’s degree in finance, accounting, business, organizational development, or any related field from an accredited institution.
• Minimum 1 year of experience providing administrative financial support in a customer service setting.
• US citizenship is required by federal government contract.
• This position requires a Public Trust security clearance within the Department of Justice. Applicants will be subject to government security investigation to obtain clearance prior to the start date.

Preferred Skills

• Experience in the field of victims’ rights and services or criminal justice.
• Experience with federal grants' financial management requirements.
• Bilingual (English-Spanish Speaking).

Additional Skills We Would Expect You to Have

• Proficient in MS Office Applications: Word, PowerPoint, Outlook, Excel, Teams, SharePoint
• Excellent verbal, interpersonal, and written communication skills with the ability to engage audiences and communicate effectively.
• Adaptable team player with the ability to frequently change priorities in a fast-paced environment.
• Demonstrated outstanding level of professionalism in providing customer service, including the ability to exercise good judgment, discretion, tact, and diplomacy.
• Ability to work collaboratively across the government client, subject matter experts, project partners, vendors and internal staff.
• Sound business ethics, including the protection of proprietary and confidential information.
• Problem-solving skills with the ability to analyze situations, identify existing or potential problems and recommend solutions.
• High-quality analytical skills with attention to detail.
• Effective time-management skills with emphasis on quality and timely completion of tasks.
• Ability to work independently and collaboratively with minimal supervision.

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Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: