About Our Mission
The Public Safety Officers' Benefits (PSOB) Program's Call Center serves as a vital lifeline for public safety officers and their families seeking critical benefits support. Our team handles sensitive inquiries with enhanced expertise and professionalism, providing essential guidance during difficult times. As an experienced call center specialist, you'll play a key role in supporting our mission to process over 1,500 claims annually.
Role Overview
As a Customer Call Specialist II, you'll bring advanced experience to our BJA PSOB Customer Call Center operations. This intermediate-level position requires enhanced customer service capabilities and a deeper understanding of benefits processes. You'll handle complex inquiries while maintaining the highest standards of professionalism and empathy, often serving as a mentor to entry-level specialists.
Required Qualifications
Education: High School Diploma
Experience: Two (2) years of customer service experience
Skills: Demonstrated proficiency in handling sensitive communications and complex customer interactions
\n
\n$39,794 - $49,777 a year
Core Responsibilities
Advanced Call Center Operations:
- Manage complex calls during peak operational hours (8:00 AM - 5:00 PM Eastern Time)
- Handle escalated inquiries with enhanced expertise
- Provide comprehensive program information
- Maintain detailed documentation in PSOB 2.0 Portal
- Guide callers through complex processes
Enhanced Customer Service:
- Address sophisticated program inquiries
- Route specialized cases appropriately
- Maintain advanced call documentation
- Monitor and improve call quality metrics
- Support distressed callers with experienced care
- Mentor newer team members
Administrative Leadership:
- Oversee mail processing workflows
- Ensure documentation accuracy
- Manage case tracking systems
- Lead scanning and archiving processes
- Develop correspondence templates
Work Environment and Technology
Modern remote call center featuring:
- Full remote work capability
- Government-provided equipment
- Advanced call center systems
- Professional home office setup
- Collaborative team environment
Technical Proficiencies Required:
- Advanced PSOB 2.0 Portal knowledge
- Expert call center technology usage
- Microsoft Office Suite mastery
- Enhanced documentation skills
- Remote collaboration tools expertise
Schedule
- Monday through Friday operation
- Core hours: 8:00 AM - 5:00 PM Eastern Time
- 8-10 hour workday
- Flexible scheduling options after probation
- Federal holidays observed
Security Requirements
- U.S. Citizenship or legal permanent residence
- DOJ Residency Requirement compliance
- Successful Minimum Background Investigation
- Public Trust Position clearance
- Demonstrated security protocol adherence
Professional Development Opportunities
- Advanced call handling training
- Leadership skill development
- Career advancement pathways
- Mentorship opportunities
- Specialized certifications
Federal Benefits Package
- Enhanced federal salary
- Comprehensive health benefits (FEHB)
- Life insurance options (FEGLI)
- Federal retirement program (FERS)
- Thrift Savings Plan (TSP) with matching
- Generous leave policies
- Federal holidays
- Professional development funding
- Remote work flexibility
Program Impact
Your role supports processing:
- 750 death benefit applications
- 150 disability claims
- 600 educational assistance applications
- 150 hearing officer appeals
- 65 BJA Director appeals
Key Success Factors
Position requires:
- Superior communication skills
- Advanced problem-solving abilities
- Strong emotional intelligence
- Excellent documentation practices
- Leadership potential
- Team collaboration expertise
Quality Standards
You'll maintain:
- Exceptional call quality metrics
- Accurate documentation standards
- Professional communication levels
- High customer satisfaction rates
- Strong team support practices
\nJoin Our Experienced Team
If you have proven customer service expertise and a dedication to supporting public safety officers and their families, we encourage you to apply. This position offers the opportunity to advance your federal service career while making a meaningful impact in the lives of those who serve our communities.