Case Management Analyst

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition: 1082

Title:
Case Management Analyst

Clearance:
Public Trust

Location:
Remote (Primary) & TSA HQ (Springfield, VA)

Overview:

Agile Defense is an award-winning national security company with an immediate opening for a Case Management Analyst to support a federal client’s security threat assessment mission. This position will provide operational technical support on a variety of issues. Case Management Analysts identify, research, and resolve questions and/or problems by responding to telephone calls, email, faxes, and personal requests for information. The Analyst shall document, track, and monitor the questions and/or problems, to ensure a timely resolution.

Upon a review of the requests from applicants, they will be addressed by Tier II or Tier III levels of support. Tier II level of support will require individuals to communicate with customers in a fast‐paced environment utilizing multiple platforms, systems, and databases to research, track, and resolve applicant issues. Tier III support will involve more complex case management reviews to identify procedural challenges and resolve the issues to ensure the proper results are obtained, including applicants’ adjudication determinations.

Clearance: Possession of or ability to obtain Public Trust clearance

• Provide customer relationship management to program applicants including performing and conducting queue management, based on cases received for vetting program populations, including processing cases, emails, phone calls, and develop associated queue reports.
• Triage cases/tickets.
• Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries, and customer service tickets.
• Maintain communication with customers and immediately report any issues or concerns to Program Leads.
• Work efficiently while staying on task.
• Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management).
• Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures.
• Document, track, and monitor customer problems to ensure a timely resolution.
• Use Microsoft Office suite to perform job duties.
• Apply internet skills to perform searches and navigate within web sites and other legal research sites as required.
• Apply effective listening, customer service, and problem resolution skills.
• Courteously handle unsatisfied customers.
• Responds to and diagnose problems through discussion with users.
• Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Recommend systems modifications to reduce user problems.

• Minimum of 3 years of experience with a Bachelor of Arts / Bachelor of Science degree or 8 years of experience with no degree.
• Minimum of 1 year experience in supporting call center/case management environment, providing Tier II or Tier III support to address issues escalated from lower levels
• Reliable, strong internet and Wi-Fi connectivity in a home office environment
• Ability to reach client’s Springfield, VA facility once a week (Travel reimbursement will not be provided for this).
• Strong organizational skills and professional maturity.
• Proficiency with Microsoft Office Suite – Outlook/Calendar, Word, Excel, PowerPoint, and Share Point
• Experience using Adobe Acrobat

• Experience in a national security or transportation security-related…