Junior Case Management Analyst

Title: Junior Case Management Analyst

Clearance: Public Trust

Location: Remote (Primary) & TSA HQ (Springfield, VA)

Overview:

IntelliBridge, an award-winning national security company, is seeking a passionate and motivated individual to join our team as Case Management Analyst. In this role, you'll be an integral part of our mission to support a federal client's security threat assessment efforts, playing a key role in safeguarding our nation.

As a Case Management Analyst, you'll tackle diverse challenges, using your problem-solving skills to address inquiries and resolve issues. Whether you're responding to requests via phone, email, or other channels, your work will involve documenting and tracking cases to ensure that each one is handled efficiently and effectively.

We believe in developing our team members' skills and expertise. That's why we provide both professional development training and dedicated program training for Tier II and Tier III support, tailored to your strengths and the team's needs, once you've successfully obtained your TSA Public Trust security clearance. Tier II level of support will require individuals to communicate with customers in a fast-paced environment utilizing multiple platforms, systems, and databases to research, track, and resolve applicant issues. Tier III support will involve more complex case management reviews to identify procedural challenges and resolve the issues to ensure the proper results are obtained, including applicants' adjudication determinations.

As a direct employee of IntelliBridge, you would receive a benefit package that includes health/dental/vision insurance coverage, 401K with company match, PTO & paid holidays, and annual tuition/training assistance. This position is exempt. For more information, please visit our website.

Clearance:

• Possession of or ability to obtain Public Trust clearance

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 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.

Required Qualifications:

• Bachelor's degree in arts or science, or 5 years of relevant experience in lieu of a degree.
• Reliable and strong internet/Wi-Fi connectivity in a home office environment.
• Ability to commute to the client's Springfield, VA facility once a week (Travel reimbursement is not provided).
• Strong organizational skills and professional maturity.
• Proficiency in Microsoft Office Suite, including Outlook/Calendar, Word, Excel, PowerPoint, and SharePoint.
• Experience using Adobe Acrobat.

Preferred Qualifications:

• Minimum of 1 year experience in supporting call center/case management environment, providing Tier II or Tier III support to address issues escalated from lower levels
• Experience in a national security or transportation security-related mission.
• Experience in a mission that performs threat investigations.
• Experience in a mission that deals with Known or Suspected Terrorists (KSTs) and/or KST associates.
• Experience briefing peers and/or superiors on a work products or topics.

About Us:

IntelliBridge delivers IT strategy, cloud, cybersecurity, application, data and analytics, enterprise IT, intelligence analysis, and mission operation support services to accelerate technical performance and efficiency for Defense, Civilian, National Security, and Federal Law Enforcement clients.