Job Purpose:
The Customer Resource Specialist serves as the secondary point of contact for applicants, agencies, and stakeholders supporting a future federal client. This position provides proactive outreach, case management support, and customer assistance while ensuring applicants receive timely updates and guidance throughout the claims process.

Responsibilities:

Serve as a primary resource for applicants by providing timely, professional, and compassionate customer service.
Conduct proactive outreach to applicants and agencies regarding claim status and required documentation.
Respond to incoming emails, voicemails, and customer inquiries.
Initiate follow-up communications within established service level requirements.
Review and maintain electronic and hard-copy case files to ensure accuracy and completeness.
Update customer interactions and case activities within the case management system.
Collaborate with Benefits Specialists and program leadership regarding active cases.
Verify documentation and identify missing or incomplete information.
Maintain accurate records while protecting confidential information.
Support special projects and perform other duties as assigned.

Education and Experience:

High school diploma or equivalent required; associate's degree preferred.
Minimum of one (1) year of benefits, claims processing, customer service, or case management experience.
Strong communication and interpersonal skills.
Experience managing multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and electronic case management systems.
Bilingual (English/Spanish) skills preferred.
Ability to obtain and maintain a Moderate Risk Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above, please contact us and join a dynamic, fun and, fast growing organization.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets

Customer Resource Specialist

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