Customer Resource Specialist - Tier 3

Join our team as a Customer Resource Specialist and support the Bureau of Justice Assistance's (BJA) Public Safety Officers' Benefits (PSOB) Program by serving as the secondary point of contact for survivors, injured officers, and agencies navigating PSOB death, disability, and education claims. You will manage case files in the PSOB 2.0 portal, provide proactive status updates, and follow up with applicants and agencies within 24 hours of first contact, ensuring survivors and agencies feel supported and informed that their application is not lost.

FWI is expanding rapidly and has been recognized as a 2024 and 2025 Top Workplace by the Washington Post, offering excellent growth opportunities in a collaborative environment.

**Position is contingent upon contract award**

Work Schedule and Location:

Remote: This full-time remote position will work Monday through Friday, 8am to 5pm

Responsibilities

• Serve as the secondary point of contact between customers and the Government.
• Initiate and maintain PSOB claim case files in the PSOB 2.0 online portal (including "Work Items" reflecting internal review status of death, disability, and education claims).
• Review applicant/agency information across the hard-copy file system and PSOB 2.0 portal to ensure accuracy and consistency; properly close cases.
• Provide proactive customer service to survivors, injured officers, and agencies, conveying that "your application is not lost."
• Work closely with PSOB Benefits Specialists and the PSOB Director to communicate updates and progress on active applications.
• Conduct follow-up with survivors/applicants and agencies; initial follow-up calls must occur within 24 hours of first contact with the Call Center.
• Answer voicemails/emails/messages from survivors/agencies; update the PSOB 2.0 portal with all outreach actions.

Qualifications

Required:

• High school diploma or higher
• 5+ years of benefits/claims specific experience
• Must be a U.S. citizen meeting the DOJ Residency Requirement (3 of the last 5 years spent residing in the U.S., working overseas for the U.S. in a Federal/military capacity, or as a dependent of a Federal/military employee serving overseas).
• Must be able to pass a Government security background investigation and qualify for a Minimum Background Investigation (MBI), as this is a moderate risk public trust position.
• Must have a home office within the United States equipped with appropriate internet and telephone service.

Desired:

• Fluent in Spanish (speaking, reading, and writing)

Why Join Our Team

At FWI, we place the highest importance on creating an exceptional employee experience. You'll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Long-term and Short-term Disability Insurance
• Life Insurance
• 401(k) Plan
• Holiday Pay
• Paid Time Off

FWI is an Equal Opportunity Employer, including disability/vets.

Pay Range

Negotiable