Case Management Analyst

Swingtech•Springfield, VA

9h•Hybrid

About The Position

We are currently looking for a Case Management Analyst. This is a remote position but is required to report to the VA facility by car once a week. Travel reimbursement will not be provided for the office visit. Ability to obtain a security clearance a must.

Requirements

Bachelor’s degree (BA or BS)
1+ years’ experience total experience in: Supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
Handling customers
Possession of or ability to obtain a DHS Public Trust clearance.
Reliable, strong internet and WiFi connectivity in a home office environment is a must.
Ability to reach the client’s Springfield, VA facility by car once a week - no travel reimbursement offered.
Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat.

Responsibilities

Provide customer relationship management to program applicants including performing and conducting queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop associated queue reports.
Triage cases/tickets.
Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets.
Maintain communication with customers and immediately report any issues or concerns to Program Leads.
Work efficiently from home while staying on task.
Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
Respond to telephone calls, email, and personnel requests for customer application support according to procedures.
Document, track, and monitor customer problems to ensure a timely resolution.
Use Microsoft Office suite to perform job duties.
Apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
Apply effective listening, customer service, and problem resolution skills.
Courteously handle unsatisfied customers.
Responds to and diagnose problems through discussion with users.
Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.