FedWriters
Customer Call Specialist Iv (Remote)
Customer Call Specialist Iv | FedWriters | UnitedStates
Customer Call Specialist Iv | FedWriters | United States
FedWriters is expanding rapidly and has been recognized as a 2024 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment.
- This position is contingent upon contract award**
This full-time remote position will work Monday through Friday between the hours of 630 AM Eastern Time and 630 PM Eastern working 8-10 hours a day between these hours.
- Answer inbound calls from claimants, survivors, public safety agencies, and other stakeholders, addressing inquiries about PSOB benefits in a timely, professional, and empathetic manner.
- Guide applicants through the application and claims process for death, disability, and educational benefits, ensuring they understand the required documentation and next steps.
- Provide accurate information regarding eligibility, program details, and the status of claims, while maintaining confidentiality and adhering to privacy policies.
- Assist claimants and families with any questions or concerns related to PSOB benefits, offering clear and compassionate responses.
- Maintain accurate records of all interactions, including case details, follow-up actions, and resolutions, in the PSOB case management system.
- Collaborate with other team members to ensure seamless processing of claims and to address any issues or escalations that may arise during the call.
- Identify common questions or challenges faced by claimants and provide feedback for process improvements.
- Escalate complex issues or appeals to the appropriate team or department as needed, ensuring timely resolution.
- Provide updates to applicants on the status of their claims or appeals, ensuring clear communication and managing expectations.
- Participate in training sessions to stay informed about program updates, regulations, and best practices for customer service.
- Associate’s Degree, or two (2) or more years of higher education from an accredited institution.
- Four (4) years of of benefits /claims-specific experience in a customer service environment.
- Must have reliable internet and telephone services to perform the required tasks.
- Ability to provide supportive and understanding assistance to individuals facing difficult circumstance
- Clear, concise, and respectful communication, both verbal and written
At FedWriters, we place the highest importance on creating an exceptional employee experience. As part of our rapidly growing company, you’ll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including
- Health Insurance
- Dental Insurance
- Vision Insurance
- Long-term and Short-term Disability Insurance
- Life Insurance
- 401(k) Plan
- Holiday Pay
- Paid Time Off
FedWriters is an Equal Opportunity Employer, including disability/vets.
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