Come Work for Akicita Federal, LLC:
About Our Mission
The Public Safety Officers' Benefits (PSOB) Program's Call Center represents the heart of our commitment to serving America's public safety community. As a senior-level call specialist, you'll be instrumental in handling our most complex inquiries while helping shape our customer service excellence. Our program processes over 1,500 claims annually, requiring experienced professionals who can navigate challenging situations with expertise and compassion.
Role Overview
As a Customer Call Specialist III, you'll serve as a senior member of our BJA PSOB Customer Call Center team. This advanced position demands comprehensive knowledge of benefits processes combined with superior customer service abilities. You'll handle complex cases, mentor junior specialists, and contribute to program improvements while maintaining the highest standards of service delivery.
Required Qualifications
Education:
- Associate's Degree OR
- Two (2) or more years of higher education from an accredited institution
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\n$42,810 - $52,000 a year
Core Responsibilities
Senior Call Center Leadership:
- Handle most complex and sensitive calls
- Provide expert guidance to callers and team members
- Develop call handling procedures
- Monitor call quality standards
- Lead team training initiatives
Advanced Customer Support:
- Manage escalated cases
- Guide complex benefits inquiries
- Develop customer service protocols
- Maintain detailed case documentation
- Support program improvement initiatives
Operational Excellence:
- Oversee daily call center operations
- Implement quality control measures
- Develop training materials
- Monitor performance metrics
- Lead process improvement efforts
Work Environment
Advanced remote setup including:
- Full remote work capability
- Enhanced technology suite
- Government-furnished equipment
- Professional home office requirement
- Team leadership tools
Technical Requirements
Mastery required in:
- PSOB 2.0 Portal system
- Advanced call center technologies
- Microsoft Office Suite
- Documentation systems
- Quality monitoring tools
Schedule
- Monday through Friday
- Core hours: 8:00 AM - 5:00 PM Eastern Time
- 8-10 hour workday
- Flexible scheduling options
- Federal holidays observed
Security Requirements
- U.S. Citizenship or legal permanent residence
- DOJ Residency Requirement compliance
- Successful Minimum Background Investigation
- Public Trust Position clearance
- Advanced security protocol knowledge
Professional Development
Leadership opportunities including:
- Advanced training programs
- Team mentorship roles
- Process improvement projects
- Professional certifications
- Career advancement pathways
Federal Benefits Package
- Senior-level federal salary
- Premium health benefits (FEHB)
- Enhanced life insurance (FEGLI)
- Federal retirement benefits (FERS)
- Maximum TSP matching
- Liberal leave policies
- Federal holidays
- Professional development funding
- Remote work flexibility
Program Impact Areas
Leadership in processing:
- 750 death benefit applications
- 150 disability claims
- 600 educational assistance applications
- 150 hearing officer appeals
- 65 BJA Director appeals
Essential Leadership Qualities
- Superior communication skills
- Advanced problem-solving abilities
- Strong mentorship capabilities
- Process improvement expertise
- Team leadership experience
- Crisis management skills
Quality Standards Management
Responsible for:
- Call center performance metrics
- Quality assurance programs
- Training standard development
- Team performance monitoring
- Customer satisfaction levels
\nJoin Our Leadership Team
If you have extensive customer service experience and a passion for supporting public safety officers and their families, we invite you to apply. This senior position offers the opportunity to shape our program's future while advancing your federal service career.