Come Work at Akicita Federal, LLC:
About Our Mission
The Public Safety Officers' Benefits (PSOB) Program represents a vital commitment to America's public safety officers and their families. In times of profound loss or life-changing injury, our program stands ready to provide essential support through death, disability, and educational assistance benefits. Our dedicated team processes over 1,500 claims annually, each representing a family or officer in need of our assistance.
Role Overview
As a Customer Resource Specialist II, you will serve as an experienced point of contact between the PSOB Program and those we serve – the survivors of fallen officers, injured officers, and their families. This intermediate-level position requires enhanced customer service expertise and a deeper understanding of the benefits process, building upon the foundation of entry-level work with increased independence and responsibility. You'll be part of a dedicated team processing approximately 750 death applications, 150 disability claims, and 600 educational assistance applications annually.
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\n$49,936 - $54,170 a year
The Impact You'll Make
In this role, you'll have the opportunity to guide families through critical moments in their lives with compassion and expertise. Your enhanced experience allows you to handle more complex cases while maintaining the highest levels of empathy and professionalism. You'll work directly with survivors, agencies, and other stakeholders to ensure applications are processed efficiently and accurately, making a meaningful difference in the lives of those who have sacrificed so much for public safety.
Core Responsibilities
Your role centers on providing comprehensive support throughout the benefits application process. Within 24 hours of initial contact, you'll establish connections with survivors and agencies, beginning relationships that often continue throughout the claims process. You'll manage complex documentation requirements, facilitate effective communication between various stakeholders, and maintain detailed records in our PSOB 2.0 Portal.
Working closely with the PSOB Director and Benefits Specialists, you'll resolve discrepancies within two business days and ensure all necessary documentation is properly submitted and processed. Your position requires skillful coordination with multiple stakeholders while maintaining the highest standards of professionalism and efficiency.
Additional key responsibilities include:
- Ensure completion of submission and acceptance of each application/claim within 10 working days
- Return voicemails/emails/messages from survivors/agencies within two working days
- Update PSOB 2.0 Portal with all outreach actions
- Assist with PSOEA claims as needed
- Prepare required documents for PSOEA claims submission
Qualifications
The role requires:
High School Diploma
Two (2) years of customer service experience
Strong communication skills in English
Spanish fluency is highly valued, as our team maintains at least one Spanish-speaking specialist
Your experience should demonstrate:
Ability to handle sensitive situations with discretion
Strong documentation and record-keeping skills
Excellent time management and organization
Ability to work independently while maintaining team coordination
Strong understanding and implementation of mathematical calculations in Microsoft Excel
Working Environment
This position offers the flexibility of remote work from anywhere within the United States. We provide the technology needed for success, including a government-furnished laptop and smartphone. You'll work between 6:30 AM and 6:30 PM Eastern Time, with scheduling flexibility available after your initial 90-day period.
Professional Development
We believe in investing in our team members' growth. You'll receive comprehensive training in our systems and processes, with opportunities for advancement as you gain expertise in benefits processing and customer service. Regular professional development opportunities ensure you stay current with program requirements and best practices.
Security Requirements
Position requires:
U.S. Citizenship or legal permanent residence
Meeting DOJ Residency Requirements (three of past five years):
- U.S. residency
- Federal/military service overseas, or
- Dependent status of federal/military employee overseas
Passing a Minimum Background Investigation (MBI)
Qualifying for a Public Trust Position
Comprehensive Benefits Package
As a federal employee, you'll receive:
Competitive salary
Federal Employees Health Benefits (FEHB)
Federal Employees Group Life Insurance (FEGLI)
Federal Employees Retirement System (FERS)
Thrift Savings Plan (TSP) with matching contributions
Annual and sick leave
Paid federal holidays including:
- New Year's Day
- Birthday of Martin Luther King, Jr.
- Washington's Birthday
- Memorial Day
- Juneteenth National Independence Day
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Day
- Christmas Day
- Inauguration Day (When Applicable)
Professional development opportunities
Remote work flexibility
\nJoin Our Mission
If you're passionate about serving those who protect our communities and have the experience to handle sensitive situations with care and professionalism, we encourage you to apply. Your role will directly impact the lives of public safety officers and their families during crucial moments in their lives.
US Citizenship is a requirement to work at the Department of Justice