Customer Resource Specialist II

Wits Solutions Inc. (WITS) is a SBA certified 8(a) company with headquarters in the metropolitan Washington D.C. area. WITS has been providing best-in-class solutions in professional IT and administrative consulting to various Federal, State, Local and commercial customers. At WITS, we believe in working not for our clients but with them. This is why right from the beginning; our analysts and solution-builders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future.

Job Description

WORK EXPERIENCE MANDATORY

Two (2) year of customer service experience

Fluent in Spanish.

Work Experience Nice To Have

Federal Experience

SECURITY CLEARANCE

Public Trust

EDUCATION/CERTIFICATIONS MANDATORY

High School Diploma

Roles And Responsibilities

Customer Resource Specialists shall 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.”

• Customer Resource Specialists shall work closely with the PSOB Benefits Specialists and the PSOB Director to communicate the latest updates and progress on all active applications/claims.
• Customer Resource Specialists shall continue follow up with the survivor / applicant after they are initiated by the Customer Call Specialist and provide general status updates regarding the application/claim. The initial follow up call to survivors / agencies shall occur within 24 hours of first contact with the BJA PSOB Customer Call Center. Customer Resource Specialists shall ensure completion of the submission and acceptance of each application/claim within 10 working days (or less if indicated and discussed with the PSOB Director until the case is released from Outreach for assignment to a Benefits Specialist).
• Customer Resource Specialists shall initiate calls or emails to resolve discrepancies within two working days of receiving notice of such discrepancies from the PSOB Director and / or Benefits Specialist.
• Customer Resource Specialists shall return voicemails / emails / messages from survivors / agencies within two working days of receipt.
• Customer Resource Specialists shall be assigned periodically to 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. Customer Resource Specialists shall possess strong organizational skills and a strong understanding and implementation of the mathematical calculations in Microsoft Excel, which will be needed as the Specialists will be required to prepare the many documents required to submit a PSOEA claim. The Customer Resource Specialist is responsible for requesting documents needed for PSOEA claims, following up on documents submitted, and drafting documents for review and approval by a PSOB Benefits Specialist and the
• Customer Resource Specialists shall update the PSOB 2.0 Portal with all outreach actions.
  
  

“Equal Opportunity Employer Veteran/Disabled”