Grants Transactions Processing Assistant, Associate

LCG; United States; On-site; USD 29,000 - 33,000; Full time

Job summary

LCG is seeking a Grants Transactions Processing Assistant, Associate to help deliver high-quality customer service and operational support for grant programs. The role involves handling inquiries across phone, email, and live chat, using approved resources to provide accurate information, and contributing to process improvements within a remote, full-time setting.

Requirements include education and 2–4 years in customer service or helpdesk, strong communication skills, and familiarity with

Qualifications

• Diploma or equivalent; Bachelor’s degree preferred.
• 2–4 years of customer service or helpdesk experience.
• Strong verbal and written communication skills.
• Experience with helpdesk software, ticketing systems, CRM platforms.
• Working knowledge of IT support principles and troubleshooting methodologies.
• Ability to interpret and apply policies, procedures, and approved documentation accurately.
• Strong analytical, problem-solving, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Able to work independently and as part of a team.

Responsibilities

• Respond to customer inquiries regarding grant programs, model and program policies, technical issues, and operational procedures.
• Use approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources to provide accurate information.
• Research and resolve moderately complex customer inquiries while following policies and procedures.
• Support customer interactions through phone, email, and live chat with professionalism and quality service.
• Document customer interactions, resolutions, and follow-up actions in designated systems.
• Update and maintain customer records and case information after each interaction.
• Identify trends in customer issues and suggest process improvements or updated documentation.
• Escalate unresolved or complex inquiries to the appropriate team or management.
• Assist with onboarding and guidance of junior staff by sharing knowledge and best practices.
• Stay informed on updates to program policies, procedures, systems, and knowledge base content.
• Participate in team meetings, training, and quality assurance activities.
• Troubleshoot and resolve basic to intermediate technical issues reported by customers.
• Provide step-by-step guidance to customers to resolve technical and operational concerns.
• Coordinate with technical support teams to resolve escalated issues in a timely manner.
• Ensure compliance with customer service metrics, SLAs, and organizational standards.

Skills

Verbal communication

Written communication

Helpdesk tools

IT troubleshooting

Multitasking

Education

Bachelor's degree preferred

Tools

Helpdesk software

Ticketing systems

CRM platforms

Job description

Grants Transactions Processing Assistant, Associate

Remote Full-time $21.06/hr – $24.42/hr

Remote

Required Clearance:Ability to obtain Public Trust

Position Description:The Grants Transactions Processing Assistant, Associate is responsible for delivering high-quality customer service and operational support by responding to customer inquiries related to grant programs, model and program policies, technical issues, and program operations. This role requires the ability to independently analyze inquiries, apply established procedures, and provide accurate and timely resolutions using approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources.

The Associate-level professional will support customer interactions across multiple communication channels, including phone, email, and live chat, while ensuring compliance with organizational policies and service standards. This position also involves assisting with process improvement efforts, mentoring junior staff when needed, and contributing to the overall efficiency and effectiveness of customer support operations.

Duties and Responsibilities

• Respond to customer inquiries regarding grant programs, model and program policies, technical issues, and operational procedures.
• Utilize approved scripts, FAQs, User Guides, Knowledgebase Articles, and other authorized resources to provide accurate, consistent, and timely information.
• Research and resolve moderately complex customer inquiries while ensuring adherence to established policies and procedures.
• Support customer interactions through phone, email, and live chat while maintaining professionalism and excellent customer service standards.
• Document customer interactions, resolutions, and follow-up actions accurately in designated systems.
• Update and maintain customer records and case information following each interaction.
• Identify trends in customer issues and recommend process improvements or updates to documentation and knowledge resources.
• Escalate unresolved or complex inquiries to the appropriate team or management when necessary.
• Assist with onboarding and guidance of junior staff by sharing knowledge, best practices, and operational procedures.
• Stay informed on updates to program policies, procedures, systems, and Knowledgebase content.
• Participate in team meetings, training sessions, and quality assurance activities to support continuous improvement initiatives.
• Troubleshoot and resolve basic to intermediate technical issues reported by customers.
• Provide step-by-step guidance to customers to resolve technical and operational concerns efficiently.
• Coordinate with technical support teams and other stakeholders to resolve escalated issues in a timely manner.
• Ensure compliance with customer service metrics, service-level agreements (SLAs), and organizational standards.

Requirements

• Diploma or equivalent combination of education and relevant experience required; Bachelor’s degree preferred.
• Minimum of 2–4 years of experience in customer service, helpdesk support, grants support, or a related operational environment.
• Strong verbal and written communication skills with the ability to communicate effectively with diverse audiences.
• Experience using helpdesk software, ticketing systems, CRM platforms, and customer support tools.
• Working knowledge of IT support principles and troubleshooting methodologies.
• Ability to interpret and apply policies, procedures, and approved documentation accurately.
• Strong analytical, problem-solving, and organizational skills with attention to detail.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Demonstrated ability to work independently and collaboratively within a team environment.
• Strong interpersonal skills and commitment to providing exceptional customer service.

Preferred Qualifications

• Experience supporting federal grant programs or government customer service operations.
• Demonstrated ability to effectively use Microsoft 365 Copilot to enhance productivity in daily customer service tasks, including drafting customer communications, generating reports, summarizing client interactions, and preparing training materials.
• Experience guiding or supporting team members in leveraging Microsoft 365 Copilot and related collaboration tools to streamline workflows and improve customer support operations.
• Familiarity with Public Trust environments and federal compliance requirements.

Compensation and Benefits

The projected compensation range for this position is $21.06/hr - $24.42/hr benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·