Case Management Analyst - Journeyman

Aretum•McLean, VA

1d•Remote

About The Position

Aretum is seeking a Case Management Analyst - Journeyman who will support customers in a fast-paced environment by researching, tracking, and resolving inquiries across multiple systems and databases. The position plays a critical role in supporting case management initiatives and providing analytical expertise to optimize processes and outcomes, while reviewing identity documents for authenticity, managing customer cases and service tickets, maintaining accurate records, ensuring compliance with established procedures, and delivering exceptional customer support in accordance with quality standards and evolving guidelines. Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements.

Requirements

High School Diploma and 3 (+) years experience
Phone etiquette
Documenting notes
Research and review case history
Adherence to standards and guidelines
High level of accountability and attention to detail
Multi-tasking

Nice To Haves

Call center experience preferred
Ticketing system experience

Responsibilities

Communicate with customers in a fast-paced environment utilizing multiple platforms, systems, and databases to research, track, and resolve applicant issues
Ability to communicate effectively with difficult customers and wrap up the call or refer to senior members for further support
Log detailed customer information in systems
Perform review of documents to establish identification while being able to pay attention to fake documents
Complete tasks according to standard operating procedures and keep abreast of changing guidelines
Provide customer relationship management to applicants, triage cases/tickets; assist with applicant data corrections; upload documents; Respond to customer inquiries and service tickets