Case Management Analyst

Summary

Join Agile Defense, an award-winning national security company, as a Case Management Analyst supporting a federal client's security threat assessment mission. This remote position, with occasional trips to Springfield, VA, involves providing operational technical support by addressing inquiries via phone, email, and other means. You will triage cases, manage applicant information, and ensure timely resolution of issues. The role requires experience in call center/case management, proficiency in Microsoft Office Suite, and strong organizational skills. Tier II and III support will involve increasingly complex case management reviews and problem resolution. Successful candidates will possess excellent customer service and problem-solving skills.

Requirements

• 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 SharePoint
• Experience using Adobe Acrobat

Responsibilities

• 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

Preferred Qualifications

• Experience in a national security or transportation security-related mission
• Experience in a mission that performs threat investigations
• Experience in a mission that deals with Known or Suspected Terrorists (KSTs) and/or KST associates
• Experience briefing peers and/or superiors on a work products or topics