Job description
Supporting the Most Exciting and Meaningful Missions in the World
Document Management Analyst I
Responsibilities:
- Provide superior customer service to claimants, authorized representatives, attorneys, and the general public who contact the VCF regarding the all-inclusive claims process in multiple languages.
- Proactively provide support to any caller requesting assistance on the claim process, including but not limited to: filing a claim, general information on the VCF, review and explanation of VCF policy, claim status/processing, request for hard copy forms, verbal registrations and technical assistance using the online claims system.
- Act as subject matter expert on the claimant portal, working with the Claims Management System (CMS) team to conduct UAT and other testing as needed.
- Document each contact from claimant or authorized representative in CMS
Knowledge/Skills/Abilities:
- Demonstrated ability to work independently and in a team environment.
- Demonstrated ability to perform detailed work consistently, accurately, and under pressure is extremely important. Attention to detail is critical.
- Must be able to read and follow instructions and SOPs and ask questions as needed.
- Must be able to understand task, task objectives, and the claims processing support effort as a whole.
- Must have excellent writing skills, the ability to multitask, high attention to detail and outstanding oral communication capabilities, including the ability to confidently explain complex issues in a simplified manner.
- Must demonstrate patience and resilience in dealing with difficult callers, and have the ability to communicate verbally in a manner that expresses sincere empathy.
- Must have proficient typing/keyboarding skills, ability to navigate multiple applications simultaneously while handling calls.
- Experience with PC-based databases (MS Access) and MS suite of applications, including experience with MS Excel, experience with web-based applications.
- Ability to quickly assess the history of a claim and hone in on the key issues relevant to the call and the caller
Qualifications:
- Excellent oral and written communication skills
- Passionate about attention to detail
- Collaborative nature, and demonstrated ability to be a team player
- Comfortable working in a fast paced environment with high call volumes and multiple priorities and deadlines
Relevant Experience:
- 1 year work experience is required preferably in a customer support role, call center, or other high-volume, fast-paced, customer-facing environment.
- Prior experience preferred in successfully interacting with clients and attorneys
Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
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