Customer Resource Specialist

Hamilton Enterprises (www.usfti.com) prides itself on integrity, a dedication to providing high-quality work products and services and an excellent work environment, and we maintain a commitment to provide employees with fulfilling careers while maintaining a healthy life-work balance.

We offer an attractive compensation package, including paid time off, federal holidays, health and dental insurance, and a 401K matching program.

Duties and Responsibilities

• Review applicant / agency information in the systems to ensure that the data is accurate, up to-date, and matching.
• Ensure the proper archiving of closed cases in both the hard copy file system and the portal. All closed cases will be tracked and filed in-house per archiving protocol and then archived.
• Perform non-inherently governmental tasks, to perform proactive customer service to survivors and agencies of fallen or catastrophically injured public safety officers. This assistance conveys
  the critical message to survivors, agencies, and injured officers that “Your application is not lost.”
• Work closely with the Benefits Specialists and the Director to communicate the latest updates and progress on all active applications.
• Continue follow-up with the survivor / applicant after they are initiated by the Call Center Specialist and provide general status updates regarding the claim. The initial follow up call to survivors /agencies shall occur within 24 hours of first contact with the Customer Call Center. Ensure completion of all claims within 10 working days (or less if indicated and discussed with the Director until the case is released from Outreach for assignment to a Benefits Specialist.
• Initiate calls or emails to resolve discrepancies within two working days of receiving from the Director and/or Specialist.
• Return voicemails / emails / messages from survivors / agencies within two working days of receipt.
• Be assigned periodically to perform customer service to dependents of fallen and injured officers who are seeking educational assistance program. Prepare the many documents required to submit a claim through strong organizational skills and a strong understanding and implementation of the mathematical calculations in Microsoft Excel. Responsible for requesting documents needed for claims, following up on the documents submitted, and drafting documents for review and approval by a  Benefits Specialist and the Director.
• Update the Portal with all outreach actions.

Qualification

• Ability to pass a government background check
  
• Professionally written and verbal communication skills, with the ability to multi-task and prioritize
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Experience

• High School Diploma and at least one (1) or more years of customer service experience.