Case Management Analyst

About Swingtech

Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we're committed to excellence and long-term success for our clients and our team.

We are currently looking for a Case Management Analyst. This is a remote position but is required to report to the VA facility by car once a week. Travel reimbursement will not be provided for the office visit. Ability to obtain a security clearance a must.

Primary Responsibilities:

• Provide customer relationship management to program applicants including performing and conducting 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 customer application support according to procedures.
• Document, track, and monitor customer problems to ensure a timely resolution.
• Use Microsoft Office suite to perform job duties.