Join our team as a Customer Call Specialist and support the Public Safety Officers' Benefits (PSOB) Office at the Bureau of Justice Assistance (BJA) by providing essential customer service and administrative support for federal benefits programs serving public safety officers and their families. You will handle inbound calls, assist claimants with inquiries about PSOB benefits, guide applicants through the claims process, and ensure timely and respectful service. Your role will be critical in providing accurate information and helping individuals navigate death, disability, and educational benefits available under the PSOB program.

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 6:30 AM Eastern Time and 6:30 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.

• High School Diploma and one (1) year of customer service experience.
• 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