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Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners, and international organizations.
We are seeking an experienced Case Management Analyst to join our team in supporting the Transportation Security Administration (TSA) at our Springfield, VA facility.
Key Responsibilities:- Provide customer relationship management to program applicants, including performing queue management and processing cases, emails, phone calls, and developing associated queue reports.
- Triage cases/tickets and complete case management actions according to customer procedures for various vetting program populations.
- Maintain communication with customers and report any issues or concerns to Program Leads.
- Work in a hybrid role efficiently from home/office while staying on task.
- Perform customer service tasks, such as answering telephone calls, typing, filing, scanning, faxing, copying, and 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.
- Bachelor's degree (BA or BS)
- 1+ years' experience in supporting a call center/case management environment providing Tier II or Tier III support to address issues escalated from lower levels.
- Reliable, strong internet and WiFi connectivity in a home office environment is a must.
- Ability to reach the client's Colorado Springs, CO facility or Springfield, VA by car multiple times weekly (travel reimbursement will NOT be provided for this).
- Experience supporting TSA or another Federal Agency is desired but not required.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects office equipment; use fingers and hands to type or write; reach with hands and arms; talk or hear.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Ability to Lift up to 20 pounds, bend, reach, carry, stoop, kneel, climb, etc.
Work Environment:This position is Hybrid
Amentum is proud to be an Equal Opportunity Employer.
