Customer Resource Specialist ; Bilingual-Remote

Customer Resource Specialist I (Bilingual English/Spanish)

Location:

Remote (Must be Conducted in the United States)

Rate: $27 - $30 per hour

Work Schedule:

Monday through Friday (Dayshift)

Scope:

Customer Resource Specialist I shall provide customer resource and case management support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. Serves as the secondary point of contact for survivors, injured public safety officers, family members, and public safety agencies by providing proactive outreach, case status updates, and ongoing claims support throughout the application process.

Requires fluency in both English and Spanish to effectively communicate with diverse applicants and stakeholders.

• Serve as a secondary point of contact for applicants and public safety agencies throughout the claims process.
• Provide proactive follow-up regarding claim status and required documentation.
• Respond to voicemails, emails, and customer inquiries in a timely and professional manner.
• Initiate and maintain electronic claim files within the PSOB 2.0 Portal.
• Review applicant information to ensure records are complete, accurate, and current.
• Update the Government's case management system with all customer outreach activities.
• Coordinate with Benefits Specialists and Government personnel regarding active claims.
• Assist in resolving customer questions and documentation issues.
• Properly close complete cases.
• Provide customer service in both English and Spanish.
• Perform other duties as assigned.

• High School Diploma or equivalent.
• Minimum one (1) year of benefits, claims processing, or customer service experience.
• Fluent in English and Spanish (written and verbal).
• Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel.
• Experience working with electronic case management or CRM systems.
• Ability to obtain and maintain Public Trust (Minimum Background Investigation).
• Must be a U.S. citizen

• Excellent bilingual verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to communicate with empathy and professionalism.
• Strong organizational and documentation skills.
• Ability to prioritize multiple assignments.
• Ability to work independently in a remote environment.
• Attention to detail and accuracy.
• Ability to maintain confidentiality of sensitive information.