Apply on Employer Site

Agile Defense · 5 months ago

Case Management Analyst .

Springfield, VA

Full-time

Hybrid

Mid Level

3+ years exp

Agile Defense is an award-winning national security company seeking a Case Management Analyst to support a federal client’s security threat assessment mission. The role involves providing operational technical support, managing customer inquiries, and ensuring timely resolution of issues related to case management.

Information ServicesInformation TechnologySoftware

Growth Opportunities

No H1B

Security Clearance Required

Responsibilities

Provide customer relationship management to program applicants including performing and conducting queue management, based on cases received for vetting program populations, including processing cases, emails, phone calls, and develop associated queue reports

Triage cases/tickets

Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries, and customer service tickets

Maintain communication with customers and immediately report any issues or concerns to Program Leads

Work efficiently while staying on task

Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management)

Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures

Document, track, and monitor customer problems to ensure a timely resolution

Use Microsoft Office suite to perform job duties

Apply internet skills to perform searches and navigate within web sites and other legal research sites as required

Apply effective listening, customer service, and problem resolution skills

Courteously handle unsatisfied customers

Responds to and diagnose problems through discussion with users

Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps

Recommend systems modifications to reduce user problems

Qualification

Case ManagementCustomer ServiceMicrosoft Office SuiteAdobe AcrobatOrganizational SkillsProblem ResolutionInternet SkillsEffective ListeningCommunication Skills

Required

Minimum of 3 years of experience with a Bachelor of Arts / Bachelor of Science degree or 8 years of experience with no degree

Minimum of 1 year experience in supporting call center/case management environment, providing Tier II or Tier III support to address issues escalated from lower levels

Reliable, strong internet and Wi-Fi connectivity in a home office environment

Ability to reach client's Springfield, VA facility once a week (Travel reimbursement will not be provided for this)

Strong organizational skills and professional maturity

Proficiency with Microsoft Office Suite – Outlook/Calendar, Word, Excel, PowerPoint, and SharePoint

Experience using Adobe Acrobat