Case Management Analyst

Remote; San Francisco (CA); Hybrid; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

Agile Defense is seeking a Case Management Analyst to support a federal client’s security threat assessment mission. The role involves operating in a fast-paced environment, handling inquiries via calls, emails, faxes, and tickets, and performing tiered support across multiple platforms and databases.

You will triage cases, manage queues, and document actions to ensure timely resolutions, while collaborating with Program Leads and leveraging Microsoft Office and Adobe Acrobat.

Qualifikationen

• Minimum 3 years experience with BA/BS or 8 years without degree.
• 1+ year in call center/case management with Tier II/III support.
• Reliable home internet and Wi-Fi.
• Ability to travel to Springfield, VA facility once a week (reimbursement not provided).
• Strong organizational skills and professional maturity.

Aufgaben

• Provide CRM for program applicants including queue management and reporting.
• Triage cases and tickets; complete case management actions.
• Update applicant information and respond to inquiries per procedures.
• Maintain communication with customers and escalate issues as needed.
• Perform standard office tasks and document interactions; use MS Office suite.
• Respond to TSA application support requests per procedures.
• Document, track, and monitor customer problems to ensure timely resolution.
• Apply online research and navigate websites as required.
• Ensure timely problem recognition, resolution, and follow-up actions.
• Recommend system modifications to reduce user problems.

Kenntnisse

Customer service

Case management

Tier II/III support

Queue management

Communication

Time management

Ausbildung

BA/BS degree or 8 years experience without degree

Tools

Microsoft Office Suite

SharePoint

Adobe Acrobat

Jobbeschreibung

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Overview:

Agile Defense is an award-winning national security company with an immediate opening for a Case Management Analyst to support a federal client’s security threat assessment mission. This position will provide operational technical support on a variety of issues. Case Management Analysts identify, research, and resolve questions and/or problems by responding to telephone calls, email, faxes, and personal requests for information. The Analyst shall document, track, and monitor the questions and/or problems, to ensure a timely resolution.

Upon a review of the requests from applicants, they will be addressed by Tier II or Tier III levels of support. 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.

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:

• Minimum of 3 years of experience with a Bachelor of Arts / Bachelor of Science degree or 8 years of experience with no degree.
• 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
• Reliable, strong internet and Wi‑Fi connectivity in a home office environment
• Ability to reach client’s Springfield, VA facility once a week (Travel reimbursement Will not be provided for this).
• Strong organizational skills and professional maturity.
• Proficiency with Microsoft Office Suite – Outlook/Calendar, Word, Excel, PowerPoint, and SharePoint
• Experience using Adobe Acrobat

Preferred Qualifications:

• 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.

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together.

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

Happy

Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful

Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest

Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble

Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry

Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle

Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities