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14 days ago
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Requirements and responsibilities
About AretumAretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront.DHS Suitability RequiredJob SummaryAretum is seeking a Case Management Analyst - Journeyman who will support customers in a fast-paced environment by researching, tracking, and resolving inquiries across multiple systems and databases. The position plays a critical role in supporting case management initiatives and providing analytical expertise to optimize processes and outcomes, while reviewing identity documents for authenticity, managing customer cases and service tickets, maintaining accurate records, ensuring compliance with established procedures, and delivering exceptional customer support in accordance with quality standards and evolving guidelines.Due to the nature of our work as a federal consulting organization, employees may be expected to handle Controlled Unclassified Information (CUI) and must adhere to applicable safeguarding and compliance requirements. ResponsibilitiesCommunicate with customers in a fast-paced environment utilizing multiple platforms, systems, and databases to research, track, and resolve applicant issuesAbility to communicate effectively with difficult customers and wrap up the call or refer to senior members for further supportLog detailed customer information in systemsPerform review of documents to establish identification while being able to pay attention to fake documentsComplete tasks according to standard operating procedures and keep abreast of changing guidelinesProvide customer relationship management to applicants, triage cases/tickets; assist with applicant data corrections; upload documents;Respond to customer inquiries and service ticketsRequirementsHigh School Diploma and 3 (+) years experiencePhone etiquetteDocumenting notesResearch and review case historyAdherence to standards and guidelinesHigh level of accountability and attention to detailMulti-taskingPreferredCall center experience preferredTicketing system experienceTravel RequirementsThis is a remote position; however, occasional travel may be required based on project needs, client meetings, team collaboration events, or training sessions. Travel is expected to be less than 10% and will be communicated in advance whenever possible. BenefitsHealth Care Plan (Medical, Dental & Vision) Retirement Plan (401k) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off Family Leave (Maternity, Paternity) Short Term & Long-Term Disability Training & Development
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