Call Center Specialist - Tier 3

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.

FWI is expanding rapidly and has been recognized as a 2024 and 2025 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment.

**Position is contingent upon contract award**

Work Schedule and Location:

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

• 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: 

• High school diploma or higher
• 4+ years of benefits/claims specific experience
• Must be 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). 
• Must be 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.
• Must have a home office within the United States equipped with appropriate internet and telephone service.

At FWI, we place the highest importance on creating an exceptional employee experience. You'll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including:

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

FWI is an Equal Opportunity Employer, including disability/vets. 

Negotiable