About Our Mission
The Public Safety Officers' Benefits (PSOB) Program represents the highest level of commitment to America's public safety officers and their families. For over 45 years, we have provided crucial support through death, disability, and educational assistance benefits. As we process over 1,500 claims annually, we seek experienced professionals who can handle our most complex cases with expertise and compassion.
Role Overview
As a Lead Customer Resource Specialist V, you will serve as a senior expert in benefits processing and customer service delivery. This executive-level position requires extensive experience in handling complex benefits cases while providing leadership and guidance to other team members. You'll be responsible for our most challenging cases while helping shape program policies and procedures.
Qualification Requirements
We offer two distinct qualification pathways:
Pathway One:
Education: High School Diploma
Experience: Seven (7) 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 with demonstrated leadership capabilities
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\n$55,500 - $65,700 a year
Core Responsibilities
As our most senior customer resource specialist, you will:
Strategic Leadership:
- Provide expert guidance on complex benefits cases
- Develop and implement best practices for case management
- Mentor and train junior specialists
- Contribute to policy development and program improvements
- Lead special projects and initiatives
Advanced Case Management:
- Handle the most complex and sensitive cases
- Review and approve challenging determinations
- Ensure compliance with federal regulations
- Maintain highest standards of accuracy and timeliness
- Develop solutions for unprecedented situations
Stakeholder Relations:
- Build and maintain relationships with key stakeholders
- Serve as primary point of contact for escalated cases
- Coordinate with PSOB Director on program initiatives
- Represent the program in high-level meetings
- Guide communication strategies for complex cases
Technical Excellence:
- Master all aspects of PSOB 2.0 Portal
- Lead system improvement initiatives
- Develop training materials and procedures
- Implement quality control measures
- Drive technological advancement projects
Work Environment
This executive-level position offers:
- 100% remote work capability
- Government-furnished equipment
- Flexible scheduling within program hours
- Leadership role in virtual environment
- Professional home office requirement
Required Expertise
Success at this level demands:
- Comprehensive understanding of federal benefits
- Expert-level case management skills
- Advanced problem-solving abilities
- Strong leadership capabilities
- Excellence in stakeholder communication
- Mastery of program systems and procedures
Security Requirements
Position requires:
- U.S. Citizenship or legal permanent residence
- DOJ Residency Requirement compliance
- Successful completion of Minimum Background Investigation
- Public Trust Position clearance
- Exemplary record of information security compliance
Professional Development and Leadership
You will:
- Shape program training initiatives
- Lead professional development efforts
- Guide program improvement projects
- Mentor junior team members
- Participate in strategic planning
Executive Benefits Package
Comprehensive benefits include:
- Senior-level federal salary
- Premium federal health benefits (FEHB)
- Enhanced life insurance options (FEGLI)
- Federal retirement benefits (FERS)
- Maximum TSP matching
- Enhanced leave benefits
- Federal holidays
- Leadership development opportunities
- Remote work flexibility
Program Impact
Your leadership will support:
- Strategic program development
- Quality assurance initiatives
- Process improvement projects
- Team development and training
- Complex case resolution
- Stakeholder relationship management
Special Skills
- Spanish language fluency highly valued
- Advanced technical capabilities required
- Leadership experience essential
- Expert communication skills necessary
- Strategic thinking abilities crucial
\nJoin Our Leadership Team
This position represents the pinnacle of customer resource specialist roles within the PSOB Program. If you have extensive experience in benefits processing, proven leadership abilities, and a commitment to serving public safety officers and their families, we encourage you to apply.
Akicita Federal, LLC is an Equal Opportunity Employer
US Citizenship is required to work a the Department of Justice