About Our Mission
The Public Safety Officers' Benefits (PSOB) Program stands as a cornerstone of support for America's public safety community. Since 1976, we have provided essential death, disability, and educational assistance benefits to public safety officers and their families. Our program processes over 1,500 claims annually, making a meaningful difference in the lives of those who serve and protect our communities.
Role Overview
As a Senior Customer Resource Specialist IV, you will serve as an advanced practitioner in our mission to support public safety officers and their families. This senior-level position demands extensive experience in benefits processing combined with exceptional customer service skills. You'll handle complex cases requiring detailed attention while maintaining the highest levels of empathy and professionalism during challenging circumstances.
Qualification Requirements
We offer two distinct qualification pathways:
Pathway One:
Education: High School Diploma
Experience: Five (5) or more years of benefits/claims-specific experience in a customer service environment
Pathway Two:
Education: Bachelor's Degree from an accredited institution
Experience: Two (2) years of customer service experience
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\n$46,700 - $58,700 a year
Core Responsibilities
In this advanced role, you will take on complex cases and serve as a mentor to junior team members while managing your own substantial caseload. Your duties include:
Case Management Excellence:
- Lead complex benefits case processing
- Guide applicants through sophisticated documentation requirements
- Ensure compliance with federal regulations and program requirements
- Mentor junior team members in best practices
- Handle escalated cases requiring advanced expertise
Stakeholder Engagement:
- Establish and maintain relationships with survivors and agencies
- Provide timely responses within 24 hours of initial contact
- Resolve complex discrepancies within two business days
- Coordinate with PSOB Director and Benefits Specialists
- Support special projects and initiatives
Technical Leadership:
- Master the PSOB 2.0 Portal system
- Maintain detailed electronic records
- Prepare comprehensive reports
- Analyze trends and suggest process improvements
- Support system enhancement initiatives
Work Environment and Schedule
This position offers modern federal service flexibility:
- 100% remote work from anywhere in the United States
- Government-furnished laptop and smartphone
- Hours between 6:30 AM and 6:30 PM Eastern Time
- 8-10 hour workday
- Flexible scheduling after 90-day probation
- Professional home office setup required
Required Technical Competencies
Success in this role requires:
- Advanced proficiency in PSOB 2.0 Portal
- Expert-level Microsoft Office Suite skills
- Strong documentation management abilities
- Excellent remote communication capabilities
- Advanced case management expertise
Security Requirements
Position requires:
- U.S. Citizenship or legal permanent residence
- DOJ Residency Requirement compliance (three of past five years)
- Successful completion of Minimum Background Investigation (MBI)
- Public Trust Position clearance
- Strict adherence to information security protocols
Professional Development
We support your growth through:
- Advanced training opportunities
- Leadership development programs
- Federal service career advancement
- Mentorship opportunities
- Continuous learning initiatives
Federal Benefits Package
Comprehensive benefits include:
- Competitive senior-level federal salary
- Federal Employees Health Benefits (FEHB)
- Federal Employees Group Life Insurance (FEGLI)
- Federal Employees Retirement System (FERS)
- Thrift Savings Plan (TSP) with matching
- Annual and sick leave
- 11 paid federal holidays plus special observances
- Professional development funding
- Remote work flexibility
Impact
Your work directly supports:
- 750 death benefit applications annually
- 150 disability claims
- 600 educational assistance applications
- 150 hearing officer appeals
- 65 BJA Director appeals
Language Skills
Spanish language fluency is highly valued, as our team maintains at least one Spanish-speaking specialist at all times.
\nJoin Our Team
If you're passionate about public service and have the experience to handle complex benefits cases while maintaining exceptional customer service, we encourage you to apply. This senior position offers the opportunity to make a significant impact while advancing your federal service career
US Citizenship is a requirement to work at the Department of Justice