Program Analyst

Pearl Interactive Network LLC • Washington, DC

1d • Remote

About The Position

The Program Analyst is responsible for investigating and responding to complaints from beneficiaries, including the resolution of disputes between beneficiaries for the Ticket to Work Program. The Program Analyst will investigate and resolve payment-related complaints in accordance with the dispute resolution procedures it establishes.  Must reside in the Washington, DC metro area.

Pearl offers a Competitive Compensation and Benefits package to include:

Medical, Dental, Vision, and Life Insurance
Paid time off, Paid holidays
401K eligibility
Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.   

Operating Hours:  6 am - 6 pm EST, Mon. - Fri.

Location(s): DC, Maryland, Virginia area

Technical Equipment and Remote Office Requirements: 

1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor(s), and headset provided.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and work experience
• Proficient in Microsoft Office (including PowerPoint), internet, web-based, and job-specific software applications required
• Experience working with federal programs preferred
• Project management experience preferred
• Strong communication and organizational skills
• Work efficiently in a high-demand and fast-paced environment
• Team player with strong interpersonal skills and the ability to articulate ideas clearly in oral and written communication
• Maintain customer confidentiality and strict compliance requirements in a regulated environment
• Consistently meet or exceed client satisfaction
• Attainment of goals around service levels
• Interact with key account directors, program managers, and other account team members
• Professional demeanor and attitude with a high level of energy and determination
• Analytical thinker with excellent quantitative and superior problem-solving skills

Nice To Haves

• Bachelor’s degree preferred
• Experience working with federal programs preferred
• Project management experience preferred

Responsibilities

• Manage and develop resolution procedures to investigate and resolve complaints.
• Provide beneficiaries guidance, documentation, and an overview of the dispute resolution process.
• Serve as the primary point of contact for dispute resolution operations and activities for payment-related complaints.
• Resolve disputes informally in accordance with dispute resolution procedures established. Refer any unresolved disputes to leadership.
• Document and refer all unresolved disputes to leadership; referrals must be accompanied by all the pertinent facts relative to the case; any relevant evidence including conclusion(s), recommendation(s), and supporting arguments to facilitate the investigation and resolution of the dispute.
• Ensure productivity goals established for the Payment Technicians and services are met daily, monthly, quarterly, and annually.
• Responsible for the establishment of and compliance with best practices as well as the continual implementation of process improvements.
• Oversee and review requests for payments; provide analysis of potential overpayments.
• Collaborate with Ticket Operations Manager to drive priorities and initiatives including regular progress updates and consistent communications.
• Liaise between the client and program leadership to convey information, ensure understanding, and make certain everything gets done in an accurate, timely manner.
• Provide progress reports to clients and upper management.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level