What are the responsibilities and job description for the Customer Resource Specialist position at Resolution Think LLC?
Resolution Think, LLC is looking for a Customer Resource Specialist to support the Department of Justice, Office of Justice Programs and its effort to provide concentrated customer call center support, case file management, customer resource assistance and associated supporting paralegal activities related to the PSOB death, disability, and educational assistance programs. The Customer Resource Specialist will be responsible for reviewing applicant/agency information in both the hard copy file system and the PSOB 2.0 portal to ensure accuracy, up-to-date data, and matching information. They will also collaborate with Customer Call Specialists to ensure proper archiving of closed cases in both systems. The Specialist will track and file all closed cases in-house according to archiving protocols before archiving them.
Location: District of Columbia, United States
Job Details
Job Title: Customer Resource Specialist I, II, III, IV, V
Position Type: Full-Time (Federal Contractor)
Education Level: Bachelor’s Degree
Job Shift: Day
Travel: 10-15%
Job Category: Information Technology, Customer Service, Administrative
All qualified candidates are encouraged to apply, including Minorities, Women, Individuals with Disabilities, and Protected Veterans.
Essential Functions and Job Responsibilities:
Perform non-inherently governmental tasks, to perform proactive customer service to survivors and agencies of fallen or catastrophically injured public safety officers.
Work closely with the PSOB Benefits Specialists and the PSOB Director to communicate the latest updates and progress on all active applications/claims.
Continuously follow up with the survivor / applicant after they are initiated by the Customer Call Specialist and provide general status updates regarding the application/claim.
Ensure completion of the submission and acceptance of each application/claim within 10 working days or less if indicated by the PSOB
Initiate calls or emails to resolve discrepancies within two working days of receiving notice.
Return voicemails / emails / messages from survivors / agencies within two working days of receipt.
Perform customer service to dependents of fallen and injured officers who are seeking educational assistance benefits through the Public Safety Officers’ Educational Assistance. (PSOEA) Program.
Possess strong organizational skills and a strong understanding and implementation of the mathematical calculations in Microsoft Excel.
Responsible for requesting documents needed for PSOEA claims.
Follow up on documents submitted, and drafting documents for review and approval by a PSOB Benefits Specialist and the PSOB Director.
Update the PSOB 2.0 Portal with all outreach actions.
- Position is contingent upon contract award
