Remote Seasonal Case Processing Specialist II

ASM Research, An Accenture Federal Services Company; Boise (ID); Remote; USD 42,000 - 63,000; Full time

Job summary

ASM Research is seeking a Seasonal Case Processing Specialist II to manage requests from internal stakeholders and issuers with precision and professionalism from a home office. You will build data‑driven workbooks, coordinate communications by phone and email, and escalate issues when needed while maintaining strong relationships with issuer contacts.

Your role focuses on customer service through calls and emails, with daily use of CRM and spreadsheets.

Qualifications

• Associate's Degree OR High School Diploma/GED and 2 years of relevant experience.
• 1 year additional relevant experience.
• US Citizenship required.
• Must be able to pass federal background investigation that grants access to government systems.

Responsibilities

• Analyze incoming cases and build a comprehensive workbook to relay requests to the issuer, applying data analysis skills.
• Provide excellent customer service by phone and email, responding to inbound calls and managing email correspondence with issuers.
• Validate issuer responses against the original request and communicate any deficiencies back to ensure all requested information is obtained.
• Apply escalation criteria to forward unresolved issues promptly.
• Build and maintain positive working relationships with issuer points of contact.
• Manage and prioritize high caseloads, particularly during surge periods.
• Assist with special projects as needed.
• Work within a coordinated team to triage, adjudicate, and elevate individual cases requiring advanced subject‑matter expertise.

Skills

Data analytics

Customer service

Communication

Multitasking

Education

Associate's Degree

High School Diploma or GED

US Citizenship

Tools

MS Office

Job description

ASM Research is seeking a Seasonal Case Processing Specialist II to manage requests from internal stakeholders and issuers with precision and professionalism from a home office. You will build data‑driven workbooks, coordinate communications by phone and email, and escalate issues when needed while maintaining strong relationships with issuer contacts.

Your role focuses on customer service through calls and emails, with daily use of CRM and spreadsheets.