FedWriters · 1 day ago

Customer Call Specialist I

Remote - US, US

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Answer inbound calls from claimants, survivors, public safety agencies, and other stakeholders, addressing inquiries about PSOB benefits in a timely, professional, and empathetic manner.

Guide applicants through the application and claims process for death, disability, and educational benefits, ensuring they understand the required documentation and next steps.

Provide accurate information regarding eligibility, program details, and the status of claims, while maintaining confidentiality and adhering to privacy policies.

Assist claimants and families with any questions or concerns related to PSOB benefits, offering clear and compassionate responses.

Maintain accurate records of all interactions, including case details, follow-up actions, and resolutions, in the PSOB case management system.

Collaborate with other team members to ensure seamless processing of claims and to address any issues or escalations that may arise during the call.

Identify common questions or challenges faced by claimants and provide feedback for process improvements.

Escalate complex issues or appeals to the appropriate team or department as needed, ensuring timely resolution.

Provide updates to applicants on the status of their claims or appeals, ensuring clear communication and managing expectations.

Participate in training sessions to stay informed about program updates, regulations, and best practices for customer service.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Service ExperienceCompassionate AssistanceTelephone Services