Customer Service Analyst - Monticello, KY

Position Overview

Provalus is seeking dedicated and detail-oriented Client Experience Navigators to support veterans throughout the Disability Benefits Questionnaire (DBQ) process. This role plays a critical part in guiding veterans through medical evidence collection and assisting in coordination of medical evaluations to document service‑connected conditions for VA disability claims. The ideal candidate is highly organized, communicative, and passionate about delivering exceptional service while working in a structured, fast‑paced environment.

• Serve as the primary point of contact for assigned veterans, providing consistent guidance and support throughout the DBQ process.
• Manage inbound and outbound communication via phone calls, text messages, and emails.
• Build strong rapport and trust with veterans to ensure a positive client experience.
• Assist with the collection of required medical evidence.
• Handle, review, and organize documentation to ensure accuracy and completeness.
• Maintain detailed and up‑to‑date records for all assigned cases.
• Effectively manage multiple cases while meeting deadlines and quality standards.

• Strong communication skills (verbal and written)
• High attention to detail and organizational skills
• Ability to multitask and manage time effectively in a fast‑paced environment
• Experience in customer service
• Professional, reliable, and team‑oriented mindset