terrestris GmbH & Co. KG · 5 hours ago
Remote Customer Resource Specialist
United States
Full-time
Remote
Entry Level
1+ years exp
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Responsibilities
Initiate and maintain PSOB case files in the PSOB 2.0 online portal and the internal case management system, or CRM (Separate from the PSOB 2.0 online portal), tracking 'Work Items' to reflect the internal review status of PSOB death, disability, and education applications / claims, at the PSOB Office, Hearing Officer, and BJA Director levels of review.
Review applicant / agency information in both systems to ensure that the data in both is accurate, up-to-date, and matching.
Ensure the proper archiving of closed cases in both the hard copy file system and the PSOB 2.0 portal. All closed cases will be tracked and filed in-house per archiving protocol and then archived.
Perform proactive customer service to survivors and agencies of fallen or catastrophically injured public safety officers.
Work closely with the PSOB Benefits Specialists and the PSOB Director to communicate the latest updates and progress on all active applications / claims.
Follow up with the survivor / applicant after they are initiated by Customer Call Specialists and provide general status updates regarding the application / claim.
Ensure completion of the submission and acceptance of each application / claim within 10 working days.
Initiate calls or emails to resolve discrepancies.
Return voicemails / emails / messages from survivors / agencies
Periodically 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.
Prepare the many documents required to submit a PSOEA claim
Gather documents needed for PSOEA claims, follow up on documents submitted, and draft documents for review and approval by a PSOB Benefits Specialist and the PSOB Director.
Update the PSOB 2.0 Portal with all outreach actions.
Qualification
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Required
A High School diploma; additional education is preferred.
A minimum of 1 year of Customer Service experience; additional experience preferred.
Strong organizational skills and a strong understanding and implementation of mathematical calculations in Microsoft Excel.
Excellent written and spoken English language skills.
Preferred
Fluency in Spanish is a plus.
Benefits / claims-specific experience in a customer service environment is highly desirable.
Benefits
Health
Life
Disability
Financial
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Company
terrestris GmbH & Co. KG
Die Firma terrestris bietet Dienstleistungen und Produkte mit Open Source Software an.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
