FedWriters · 1 day ago

Customer Resource Specialist V

Remote - US, US

Full-time

Remote

Mid, Senior Level

7+ years exp

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Responsibilities

Serve as the primary point of contact for claimants, survivors, and public safety agencies, addressing inquiries about PSOB benefits programs with professionalism and empathy.

Provide clear guidance on the application and claims process for death, disability, and educational benefits, ensuring all required documentation is submitted.

Respond to phone calls, emails, and other correspondence from applicants and stakeholders in a timely and respectful manner.

Assist survivors, injured officers, and public safety agencies by connecting them with available resources and support services.

Maintain accurate and detailed records of customer interactions and follow-up actions in the PSOB case management system.

Collaborate with team members and other program staff to ensure timely processing and resolution of customer concerns.

Communicate program updates, policy changes, and claim determinations to applicants and relevant stakeholders.

Identify common issues or challenges faced by applicants and provide feedback to improve processes and customer experience.

Uphold confidentiality and handle sensitive information with discretion and integrity.

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 experienceBenefits claims experienceCompassionate customer serviceFluent in Spanish

Required

High School Diploma, or Bachelor’s Degree from an accredited institution

If Education is only High School Diploma, then seven (7) or more years of benefits / claims-specific experience in a customer service environment.

If Education is above High School Diploma, then two (2) years of customer service experience.

Must have reliable internet and telephone services to perform the required tasks.

Exceptional interpersonal skills with the ability to provide compassionate and empathetic customer service, particularly to individuals facing challenging circumstances.