Case Analyst

Title: Case Management Analyst

Clearance: Public Trust

Location: Remote (Primary) & TSA HQ (Springfield, VA)

Overview:

IntelliBridge 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.

As a direct employee of IntelliBridge, you would receive a benefit package that includes health/dental/vision insurance coverage, 401K with company match, PTO & paid holidays, and annual tuition/training assistance. This position is exempt. For more information, please visit our website.

Clearance:

• Possession of or ability to obtain Public Trust clearance

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:

• 0-3 years of experience with a Bachelor of Arts / Bachelor of Science degree or 8 years of experience with no degree.

• 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.

About Us:

IntelliBridge delivers IT strategy, cloud, cybersecurity, application, data and analytics, enterprise IT, intelligence analysis, and mission operation support services to accelerate technical performance and efficiency for Defense, Civilian, National Security, & Federal Law Enforcement clients.