Customer Resource Specialist - Tier 2

FedWriters, Inc.•,

2d•Remote

About The Position

Join our team as a Customer Resource Specialist and support the Bureau of Justice Assistance's (BJA) Public Safety Officers' Benefits (PSOB) Program by serving as the secondary point of contact for survivors, injured officers, and agencies navigating PSOB death, disability, and education claims. You will manage case files in the PSOB 2.0 portal, provide proactive status updates, and follow up with applicants and agencies within 24 hours of first contact, ensuring survivors and agencies feel supported and informed that their application is not lost. FWI is expanding rapidly and has been recognized as a 2024 and 2025 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment. Position is contingent upon contract award

Requirements

High school diploma or higher
3+ years of benefits/claims specific experience
Must be a U.S. citizen meeting the DOJ Residency Requirement (3 of the last 5 years spent residing in the U.S., working overseas for the U.S. in a Federal/military capacity, or as a dependent of a Federal/military employee serving overseas).
Must be able to pass a Government security background investigation and qualify for a Minimum Background Investigation (MBI), as this is a moderate risk public trust position.
Must have a home office within the United States equipped with appropriate internet and telephone service.

Nice To Haves

Fluent in Spanish (speaking, reading, and writing)

Responsibilities

Serve as the secondary point of contact between customers and the Government.
Initiate and maintain PSOB claim case files in the PSOB 2.0 online portal (including “Work Items” reflecting internal review status of death, disability, and education claims).
Review applicant/agency information across the hard-copy file system and PSOB 2.0 portal to ensure accuracy and consistency; properly close cases.
Provide proactive customer service to survivors, injured officers, and agencies, conveying that “your application is not lost.”
Work closely with PSOB Benefits Specialists and the PSOB Director to communicate updates and progress on active applications.
Conduct follow-up with survivors/applicants and agencies; initial follow-up calls must occur within 24 hours of first contact with the Call Center.
Answer voicemails/emails/messages from survivors/agencies; update the PSOB 2.0 portal with all outreach actions.