FedWriters · 1 day ago
Customer Call Specialist III
Remote - US, US
Full-time
Remote
Mid Level
4+ 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
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Required
Associate’s Degree, or two (2) or more years of higher education from an accredited institution.
Four (4) years of customer service experience, or Two (2) years of benefits/claims-specific experience in a customer service environment.
Must have reliable internet and telephone services to perform the required tasks.
Ability to provide supportive and understanding assistance to individuals facing difficult circumstances.
Clear, concise, and respectful communication, both verbal and written.
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Long-term and Short-term Disability Insurance
Life Insurance
401(k) Plan
Holiday Pay
Paid Time Off
Company
FedWriters
FedWriters is a writing, communication, and analysis company that provides technical writing, editing, and graphics design services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mitchell Cho
President and CEO
Marc Fain
Chief Revenue Officer
Recent News
2024-01-24
2023-02-28
Company data provided by crunchbase
