- Provide customer relationship management to program applicants, including conducting queue management based on cases received for vetting program populations.
- Triage cases/tickets.
- Complete case management actions per customer procedures for various vetting program populations.
- Maintain communication with customers and promptly report any issues to Program Leads.
- Efficiently work from home while staying productive.
- Perform various customer service tasks such as answering calls and managing correspondence.
- Use Microsoft Office suite for job-related tasks.
- Apply internet skills for searches and navigating web/legal research sites.
- Utilize effective listening, customer service, and problem-solving skills.
- Handle dissatisfied customers in a courteous manner.
- Diagnose and resolve problems through user discussions while ensuring a timely resolution.
- Make recommendations for system modifications to reduce user issues.
- Bachelor's degree (BA or BS)
- 1+ years' experience in a call center/case management environment providing Tier II or Tier III support
- Experience supporting TSA or another Federal Agency desired
- Reliable internet and WiFi connection required
- Proficiency in Microsoft Office tools
- Clear communication skills in English, written and verbal
- Ability to work effectively in a team and show commitment to company goals
- Adaptability to changing requirements
- Strong dedication to quality and customer satisfaction
- Attention to detail and friendly, business-like demeanor
- Occasional standing, walking, sitting, typing, and reaching
- Close and distance vision, color vision, and ability to adjust focus
- Lifting up to 20 pounds and other physical tasks as needed
- Hybrid position
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Case Management Support Analyst I with Security Clearance - Springfield, United States - Amentum
Description
Case Management Support Analyst I
Amentum is a top provider of enduring support for the vital missions of the U.S. government, its allied partners, and international organizations. With over 60 years of expertise, Amentum aids in executing complex and critical missions globally by offering logistics, stability operations, technical services, and national security solutions to clients across the globe.
If you are a seasoned Case Management Analyst seeking to make a positive impact on U.S. National Security, Amentum is searching for individuals like you to join our ongoing contract with the Transportation Security Administration (TSA). We have full-time positions available to support TSA's facilities in Colorado Springs, CO, and Springfield, VA, for experienced Case Management Analysts enthusiastic about aiding members of the public enrolling in TSA programs and addressing inquiries related to TSA's vetting programs to ensure the security of the nation's transportation systems.
The ideal candidate will bring at least three years of experience managing queues in a call center setting, demonstrate the ability to stay focused and keep others on track while working remotely.
Primary responsibilities for this role:
Minimum Experience, Education and Licensure:
Basic qualifications for this position:
Minimum Knowledge, Skills and Abilities:
Physical Demands:
Work Environment:
HIRING SALARY RANGE:
$33, $40, Salary will be determined based on education, experience, and skills, inclusive of a competitive benefits package.
Equal Opportunity Employer
Amentum is an Equal Opportunity Employer, providing fair employment opportunities without regard to various protected categories under federal, state, or local law.
**Labor Law Posters EEO including Disability/Protected Veterans**
Case Management Support Analyst I with Security Clearance professionals in Springfield
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Roshaan “khanondrum” Khan
Product Manager | Blockchain