Case Resolution Coordinator

Chickasaw Nation Industries•Washington, DC

2d•Onsite

About The Position

The Case Resolution Coordinator coordinates, tracks, and supports the resolution of cases from intake through closure. Serves as a central point of contact to ensure cases are reviewed, documented, escalated, and resolved in a timely, accurate, and professional manner. Assists with administrative and non-investigative complaint closures with established policies, procedures, templates, and case processing guidelines. Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Technology, Infrastructure & Engineering, Health, Manufacturing, Public Safety, Consulting, and Transportation) for the federal government and commercial enterprises. A portion of our profits is used to support Chickasaw citizens. We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people.

Requirements

Must be able to obtain and maintain the required customer clearance for access to systems, facilities, equipment and property.
Required to work on-site pursuant to the Presidential Memorandum, Return to In-Person Work (Jan. 20, 2025), and at the work location identified in the contract.
Experience performing administrative, case processing, complaint resolution, or related support functions.
Ability to follow established policies, procedures, templates, and guidelines with accuracy and consistency.
Associate’s degree and a minimum of one to three (1-3) years of relevant experience, or equivalent combination of education/experience.

Responsibilities

Receives, reviews, and documents incoming cases, inquiries, and/or complaints.
Reviews and processes complaints recommended for administrative or non-investigative closure using prewritten templates and established case resolution procedures.
Maintains accurate and complete case records in the appropriate tracking system or database.
Monitors case status, deadlines, service-level expectations, and follow-up actions.
Maintains clear, timely, and professional communication with team members and stakeholders through phone calls, email correspondence, and meeting attendance regarding case updates and next steps.
Escalates complex, urgent, sensitive, or unresolved matters to appropriate leadership, subject matter experts, or authorized departments.
Ensures case handling follows applicable procedures, confidentiality expectations, and organizational standards.
Prepares reports, summaries, and status updates related to case volume, trends, resolution timelines, and outcomes.
Maintains professionalism, discretion, and a service-focused approach in all interactions.
Demonstrates sustained productivity and attention to detail while managing competing deadlines and tasks.
May be required to work on-site per contract identified work location.