Correspondence support specialist

Ark Infotech LLC; Washington (District of Columbia); On-site; USD 45,000 - 60,000; Full time

Job summary

Ark Infotech LLC is looking for a detail-oriented Correspondence Support Specialist to join their team in downtown Washington, DC. This role involves triaging high-level correspondence addressed to senior agency leadership and managing it through the correspondence management system.

Ideal candidates will have experience in customer service and proficiency in the Microsoft Office Suite. Key responsibilities include driving correspondence backlogs to zero and maintaining accurate records.

Qualifications

• 1–3 years of customer service experience required.
• Ability to draft and edit clear, succinct emails and reports.
• Must have U.S. work authorization and the ability to pass a federal background check.

Responsibilities

• Triage high-level correspondence and assign to relevant offices.
• Serve as liaison with division contacts and manage deadlines.
• Drive correspondence backlog to zero while managing new cases.

Skills

Customer service experience

Microsoft Office Suite proficiency

Strong communication skills

Attention to detail

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Correspondence management system

Job description

We are seeking a detail-oriented Correspondence Support Specialist to support client at its downtown Washington, DC office. In this role, you will triage high-level correspondence addressed to senior agency leadership - from the public, Congress, and other government entities - route each item to the appropriate office or division for response and manage cases through completion in the agency’s correspondence management system.

A primary objective of this position is to eliminate an existing backlog of correspondence cases while keeping newly arriving correspondence current and accurate. This is a fast-paced, mission-critical role supporting executive-level operations.

Key Responsibilities

• Review the content of incoming correspondence and assign each item to the relevant office or division for response, consulting policy coordinators on assignment and required signature level.
• Serve as liaison with division points of contact; communicate response deadlines for direct-reply to correspondence and negotiate deadline and assignment changes as appropriate.
• Review correspondence cases in the agency’s correspondence management system for completeness and accuracy before closing them and resolve missing information with the responsible policy coordinator or point of contact.
• Drive an existing correspondence backlog to zero while concurrently triaging newly assigned correspondence.
• Draft and edit clear, succinct emails, memos, and reports in response to inquiries and stakeholder requests.
• Perform accurate data entry and maintain current case records; conduct research and gather information needed to complete cases.
• Track and route correspondence and prepare periodic and ad hoc status reports for program leadership.
• Identify and analyze bottlenecks in the triage process and recommend corrective and alternative actions.
• Perform quality-assurance review of draft responses to correspondence addressed to senior leadership.
• Comply with all applicable federal security, privacy (Privacy Act), and records-management requirements throughout performance.

Required Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• One to three (1–3) years of experience in a customer-service-oriented environment.
• Proficiency in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Demonstrated ability to compile, author, and edit reports — ideally within a correspondence or case-management system.
• Strong written and verbal communication skills with excellent attention to detail.
• Ability to manage multiple priorities, follow established procedures, and meet deadlines in a fast-paced environment.
• U.S. work authorization and ability to obtain and maintain a Tier 1 (Low Risk, Non-Sensitive) federal background investigation and HSPD-12 credential.

Preferred Qualifications

• Prior experience supporting a federal executive secretariat, correspondence control, or controlled-correspondence function.
• Familiarity with a correspondence or case-management system.
• Experience supporting a federal agency.
• Working knowledge of federal records management (NARA) and the handling of Controlled Unclassified Information (CUI).