Come Work at Akicita Federal, LLC:
About Our Mission
The Public Safety Officers' Benefits (PSOB) Program's Call Center exemplifies excellence in supporting America's public safety community. At this advanced level, you'll serve as a key leader in our mission to provide essential benefits support, managing our most complex cases while developing innovative solutions for our call center operations. Our program's success in processing over 1,500 claims annually depends on experienced professionals who can elevate our service standards.
Role Overview
As a Customer Call Specialist IV, you'll function as a senior expert within our BJA PSOB Customer Call Center. This advanced position requires extensive benefits/claims experience combined with proven leadership abilities. You'll oversee complex operations, develop strategic improvements, and serve as a technical expert while maintaining exceptional service standards.
Required Qualifications
Education:
- Associate's Degree OR
- Two (2) or more years of higher education from an accredited institution
Experience:
- Four (4) years of benefits/claims-specific experience in customer service environment
- Demonstrated leadership capabilities
- Proven track record of call center excellence
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\n$45,300 - $54,300 a year
Core Responsibilities
Strategic Leadership:
- Direct complex call center operations
- Develop and implement service improvements
- Lead team training and development
- Establish quality control standards
- Guide program enhancement initiatives
Expert Case Management:
- Handle highest-complexity cases
- Provide advanced technical guidance
- Develop case handling protocols
- Oversee quality assurance programs
- Lead process improvement efforts
Operational Excellence:
- Manage call center performance metrics
- Implement innovative service solutions
- Direct documentation standards
- Oversee team development
- Lead special projects
Work Environment
Executive-level remote setup including:
- Advanced remote work capabilities
- Premium technology suite
- Government-furnished equipment
- Professional home office standards
- Leadership communication tools
Technical Expertise Required
Advanced mastery of:
- PSOB 2.0 Portal system
- Call center management tools
- Quality monitoring systems
- Performance tracking platforms
- Team collaboration software
Schedule
- Monday through Friday
- Core hours: 8:00 AM - 5:00 PM Eastern Time
- 8-10 hour workday
- Enhanced scheduling flexibility
- Federal holidays observed
Security Requirements
- U.S. Citizenship or legal permanent residence
- DOJ Residency Requirement compliance
- Successful Minimum Background Investigation
- Public Trust Position clearance
- Security protocol leadership
Professional Development
Executive development including:
- Leadership training programs
- Strategic planning roles
- Program development initiatives
- Advanced certifications
- Career advancement opportunities
Federal Benefits Package
- Senior-level federal salary
- Premium health benefits (FEHB)
- Enhanced life insurance (FEGLI)
- Federal retirement benefits (FERS)
- Maximum TSP matching
- Enhanced leave benefits
- Federal holidays
- Professional development funding
- Remote work flexibility
Strategic Impact
Leadership in:
- Call center excellence initiatives
- Quality improvement programs
- Team development strategies
- Process optimization
- Customer satisfaction enhancement
Essential Leadership Competencies
- Strategic thinking abilities
- Advanced problem-solving skills
- Team leadership expertise
- Change management capabilities
- Crisis resolution mastery
- Program development vision
Performance Standards
Oversight of:
- Call center metrics
- Quality assurance programs
- Team performance standards
- Customer satisfaction levels
- Process improvement initiatives
\nJoin Our Executive Team
If you possess extensive benefits/claims experience, proven leadership abilities, and a dedication to serving public safety officers and their families, we encourage you to apply. This senior position offers the opportunity to shape the future of our program while advancing your federal service career.