Casework User Support Associate
About The Position
By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? Join us—Where your Career is a Force for Good! Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.
Requirements
- Bachelor's degree required.
- Minimum 3 years of related experience or equivalent combination of education and related experience required.
- Ability to work on a team.
- Travel may be required up to 10%.
- Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted).
Responsibilities
- Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues.
- Provide direct support to Red Cross Regions and DROs for specific case issues and overall case processing trends.
- Support resolution of IT tickets and RC Care Technical Exceptions.
- Support consolidation and tracking of RC Care user support, case processing and client communications, working independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership.
- Develop and refine process documentation related to basic RC Care troubleshooting.
- Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month
Benefits
- Medical, Dental Vision plans
- Health Spending Accounts & Flexible Spending Accounts
- PTO: Starting at 15 days a year; based on FLSA status and tenure
- Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
- 401K with 6% match
- Paid Family Leave
- Employee Assistance
- Disability and Insurance: Short + Long Term
- Service Awards and recognition
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
