Customer Resource Specialist III, IV & V

SUMMARY

The Customer Resource Specialist serves as the secondary point of contact between applicants, survivors, agencies, and the Public Safety Officers’ Benefits (PSOB) Program. This position focuses on providing proactive customer service, resolving discrepancies, and ensuring timely and accurate processing of benefits applications related to death, disability, and educational assistance programs. The role requires strong organizational and communication skills, as well as a commitment to delivering respectful and compassionate support.

KEY DUTIES and RESPONSIBILITIES:

• Provide proactive customer service to survivors and public safety agencies, ensuring clear communication of application progress.
• Initiate follow-up calls or emails within 24 hours of first contact to provide status updates on applications/claims.
• Ensure completion of application submissions and acceptance within 10 business days, unless exceptions are approved by the PSOB Director.
• Assist applicants in resolving discrepancies within two working days of notification.
• Respond to voicemails, emails, and messages from survivors and agencies within two working days.
• Update the PSOB 2.0 Portal with all outreach and follow-up actions in a timely manner.
• Provide customer service to dependents of fallen or injured officers seeking educational assistance benefits.
• Prepare required documents, perform mathematical calculations in Excel, and draft documents for review and approval by PSOB Benefits Specialists.
• Work closely with PSOB Benefits Specialists and the PSOB Director to communicate updates on all active applications/claims.
• Track and document case progress using the PSOB 2.0 Portal and hard copy systems, ensuring accuracy and consistency between platforms.
• Collaborate with other team members to ensure that case management systems and records are up-to-date and aligned with program protocols.
• At least one Customer Resource Specialist must be fluent in Spanish to support Spanish-speaking applicants.
• Perform any other non-inherently governmental tasks related to proactive customer service and case management as assigned.
• Participate in training and compliance programs to stay updated on program requirements and best practices.

EXPERIENCE and/or EDUCATION:

• High School Diploma or equivalent (Required)
• Bachelor’s Degree from an accredited institution (Preferred)
• Level III: (High School Diploma) Three (3) or more years of benefits/claims specific experience in a customer service environment
• Level IV: (High School Diploma) Five (5) or more years of benefits/claims specific experience in a customer service environment
• Level V: (High School Diploma) Seven (7) or more years of benefits/claims specific experience in a customer service environment
• All Levels: (Bachelor’s Degree) Two or more years of customer service experience

KNOWLEDGE, SKILLS and ABILITIES:

• Strong written and verbal communication skills.
• Excellent organizational and time management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to handle sensitive and confidential information with discretion.
• Fluency in Spanish (preferred for at least one team member).
• Strong attention to detail, especially in data entry and document preparation.
• Strong understanding of implementation of mathematical calculations in Microsoft Excel
• Fluent in Spanish (Preferred but not required)

Salary : $30 - $40