Case Management Analyst II

Case Management Analyst II

Requirements

• Bachelor’s degree (BA or BS)
• 3+ years’ experience total experience in supporting project activities including, data gathering and analysis, logistical, planning, and documentation support
• 3+ years’ experience in performing queue management support including processing cases, emails, phone calls and develop associated queue reports
• 3+ years’ experience in developing fact sheets, talking points, web content, presentations
• 3+ years’ experience in performing 508-compliance reviews
• 3+ years’ experience in collecting, analyzing and referencing performance measures, developing associated reports and responding to external inquiries
• Computer skills required: Experience using Microsoft Calendar/Outlook, Word, Excel, PowerPoint and Adobe Acrobat
• Express and exchange ideas clearly in the English language, written and verbal
• Ability to work effectively and efficiently in a team environment and relate well to others
• Ability to show initiative and commitment to the company’s goals
• Ability to readily adapt to changing requirements
• Strong commitment to performing and producing at the highest level of quality at all times
• Ability to manage individual workflow effectively
• Ability to communicate clearly and effectively with coworkers both in written and verbal communications
• Positive attitude focused on customer satisfaction
• Attention to detail
• Ability to relate to others in a friendly, courteous, and business-like manner

Responsibilities

• Compile metrics on program performance measures and analyze program data for process improvement, for reporting, and to respond to external inquiries
• Support project activities including, data gathering and analysis, logistical, planning, and documentation support
• Develop fact sheets, talking points, web content, presentations
• Perform 508-compliance reviews
• Support meeting logistics, briefings, minutes drafting
• Provide customer relationship management to program applicants including performing and conduct queue management based on cases received for vetting program populations including processing cases, emails, phone calls and develop associated queue reports
• Triage cases/tickets
• Complete case management actions according to customer procedures for various vetting program populations, including assisting in applicant information updates to include uploading documents, responding to inquiries and customer service tickets
• Maintain communication with customers and immediately report any issues or concerns to Program Leads
• Work efficiently from home while staying on task
• Perform customer service tasks (e.g., answering telephone calls, typing, filing, scanning, faxing, copying, & correspondence management)
• Respond to telephone calls, email, and personnel requests for TSA application support according to customer procedures
• Document, track, and monitor customer problems to ensure a timely resolution
• Use Microsoft Office suite to perform job duties
• Apply internet skills to perform searches and navigate within web sites and other legal research sites as required
• Apply effective listening, customer service, and problem resolution skills
• Courteously handle unsatisfied customers
• Responds to and diagnose problems through discussion with users
• Ensure a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
• Recommend systems modifications to reduce user problems

Preferred Qualifications

• Experience supporting TSA or another Federal Agency is desired but not required