Grants Transactions Processing Assistant, Associate

LCG, Inc.•Rockville, MD

4d•Remote

About The Position

The Grants Transactions Processing Assistant, Associate is responsible for delivering high-quality customer service and operational support by responding to customer inquiries related to grant programs, model and program policies, technical issues, and program operations. This role requires the ability to independently analyze inquiries, apply established procedures, and provide accurate and timely resolutions using approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources. The Associate-level professional will support customer interactions across multiple communication channels, including phone, email, and live chat, while ensuring compliance with organizational policies and service standards. This position also involves assisting with process improvement efforts, mentoring junior staff when needed, and contributing to the overall efficiency and effectiveness of customer support operations.

Requirements

Associate’s degree or equivalent combination of education and relevant experience required; Bachelor’s degree preferred.
Minimum of 2–4 years of experience in customer service, helpdesk support, grants support, or a related operational environment.
Strong verbal and written communication skills with the ability to communicate effectively with diverse audiences.
Experience using helpdesk software, ticketing systems, CRM platforms, and customer support tools.
Working knowledge of IT support principles and troubleshooting methodologies.
Ability to interpret and apply policies, procedures, and approved documentation accurately.
Strong analytical, problem-solving, and organizational skills with attention to detail.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Demonstrated ability to work independently and collaboratively within a team environment.
Strong interpersonal skills and commitment to providing exceptional customer service.

Nice To Haves

Experience supporting federal grant programs or government customer service operations.
Demonstrated ability to effectively use Microsoft 365 Copilot to enhance productivity in daily customer service tasks, including drafting customer communications, generating reports, summarizing client interactions, and preparing training materials.
Experience guiding or supporting team members in leveraging Microsoft 365 Copilot and related collaboration tools to streamline workflows and improve customer support operations.
Familiarity with Public Trust environments and federal compliance requirements.

Responsibilities

Respond to customer inquiries regarding grant programs, model and program policies, technical issues, and operational procedures.
Utilize approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources to provide accurate, consistent, and timely information.
Research and resolve moderately complex customer inquiries while ensuring adherence to established policies and procedures.
Support customer interactions through phone, email, and live chat while maintaining professionalism and excellent customer service standards.
Document customer interactions, resolutions, and follow-up actions accurately in designated systems.
Update and maintain customer records and case information following each interaction.
Identify trends in customer issues and recommend process improvements or updates to documentation and knowledge resources.
Escalate unresolved or complex inquiries to the appropriate team or management when necessary.
Assist with onboarding and guidance of junior staff by sharing knowledge, best practices, and operational procedures.
Stay informed on updates to program policies, procedures, systems, and Knowledgebase content.
Participate in team meetings, training sessions, and quality assurance activities to support continuous improvement initiatives.
Troubleshoot and resolve basic to intermediate technical issues reported by customers.
Provide step-by-step guidance to customers to resolve technical and operational concerns efficiently.
Coordinate with technical support teams and other stakeholders to resolve escalated issues in a timely manner.
Ensure compliance with customer service metrics, service-level agreements (SLAs), and organizational standards.