Case Processing Specialist II

ASM Research • Remote,

10h • Remote

About The Position

The Issuer Outreach Support Analyst processes requests from internal stakeholders, such as case analysts, determines the information needed, and communicates that request to the issuer by phone and email. Support Analysts also respond to inbound calls and emails from issuers. This role requires a high level of accuracy, attention to detail, and professionalism in all communications with Case Analysts and Issuers. The Support Analyst must be responsive to incoming email requests and available during assigned periods of coverage for inbound calls. Strong organizational and prioritization skills are essential, as is the ability to recognize situations that require escalation. The role is primarily customer service focused, involving phone and email communication and daily work in spreadsheets and a customer relationship management (CRM) system. New hires complete a two-week virtual training course, supported by their supervisor and tenured analysts, followed by a one-week job shadow. Analysts select an eight-hour shift falling between 8:00 a.m. and 7:00 p.m. Eastern Time, Monday through Friday, with the potential for overtime. This is a remote position; analysts must work from a dedicated, secure area within their residence.

Requirements

• Associate's Degree OR High School Diploma/GED and 2 years of relevant experience.
• 1 year additional relevant experience.
• Must be a US Citizen.

Nice To Haves

• Experience with complex data analytics and advanced problem-solving.
• Ability to remain engaged and productive in a remote work environment.
• Ability to work in a fast-paced, deadline-driven environment.
• Willingness to work overtime as required.
• Strong written and oral communication skills.
• Proficiency in MS Office (Word, Excel, PowerPoint, and Outlook).

Responsibilities

• Analyze incoming cases and build a comprehensive workbook to relay requests to the issuer, applying data analysis skills.
• Provide excellent customer service by phone and email, responding to inbound calls and managing email correspondence with issuers.
• Validate issuer responses against the original request and communicates any deficiencies back to the issuer to ensure all requested information is obtained.
• Apply escalation criteria to forward unresolved issues promptly.
• Build and maintain positive working relationships with issuer points of contact.
• Manage and prioritize high caseloads, particularly during surge periods.
• Assist with special projects as needed.
• Work within a coordinated team to triage, adjudicate, and escalate individual cases requiring advanced subject-matter expertise.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree