Job details

Customer Call Specialist V - Public Safety Officers' Benefits (PSOB) Program

Come Work at Akicita Federal, LLC:

About Our Mission

The Public Safety Officers' Benefits (PSOB) Program's Call Center represents the pinnacle of customer service excellence in supporting America's public safety community. At this executive level, you'll serve as the principal leader of our call center operations, shaping the future of our service delivery while ensuring exceptional support for public safety officers and their families. Our program's success in managing over 1,500 annual claims depends on visionary leadership and technical expertise.

Role Overview

As a Customer Call Specialist V, you'll serve as the highest-ranking specialist within our BJA PSOB Customer Call Center. This executive position demands comprehensive mastery of benefits/claims operations and proven strategic leadership abilities. You'll direct program development, implement innovative solutions, and serve as the technical authority while establishing new standards of service excellence.

Required Qualifications

Education:

- Associate's Degree OR

- Two (2) or more years of higher education from an accredited institution

Experience:

- Five (5) years of benefits/claims-specific experience in customer service

- Proven executive leadership capabilities

- Demonstrated program development success

- Track record of operational excellence

$47,800 - $58,000 a year

Core Responsibilities

Executive Leadership:

- Direct overall call center strategy

- Lead program transformation initiatives

- Develop comprehensive training programs

- Establish service excellence standards

- Guide organizational development

- Shape policy and procedures

Strategic Operations:

- Oversee complex operational systems

- Direct quality management programs

- Lead innovation initiatives

- Manage performance metrics

- Guide process optimization

- Develop best practices

Program Excellence:

- Drive continuous improvement

- Lead change management efforts

- Direct staff development

- Oversee quality standards

- Manage strategic partnerships

- Guide technology integration

Work Environment

Executive suite including:

- Premium remote work setup

- Advanced technology systems

- Executive-level equipment

- Professional office standards

- Leadership command center

Technical Leadership Required

Executive mastery of:

- PSOB 2.0 Portal system

- Advanced management platforms

- Quality assurance systems

- Performance analytics tools

- Strategic planning software

Schedule

- Monday through Friday

- Core hours: 8:00 AM - 5:00 PM Eastern Time

- Executive flexibility

- Strategic planning time

- Federal holidays observed

Security Requirements

- U.S. Citizenship or legal permanent residence

- DOJ Residency Requirement compliance

- Advanced security clearance

- Public Trust Position leadership

- Security protocol development

Professional Development

Executive opportunities:

- Strategic leadership programs

- Policy development roles

- Program innovation initiatives

- Executive certifications

- Career advancement paths

Federal Benefits Package

- Executive-level federal salary

- Premium health benefits (FEHB)

- Enhanced life insurance (FEGLI)

- Federal retirement benefits (FERS)

- Maximum TSP matching

- Executive leave benefits

- Federal holidays

- Leadership development funding

- Remote work flexibility

Strategic Impact Areas

Executive oversight of:

- Program transformation

- Quality excellence

- Team development

- Process innovation

- Customer experience

- Organizational growth

Executive Competencies Required

- Visionary leadership

- Strategic planning expertise

- Change management mastery

- Innovation leadership

- Crisis management authority

- Program development excellence

Performance Leadership

Direction of:

- Strategic metrics

- Quality excellence programs

- Team performance systems

- Customer satisfaction initiatives

- Process optimization efforts

Join Our Executive Leadership

If you possess extensive benefits/claims expertise, proven executive leadership abilities, and a passion for serving public safety officers and their families, we invite you to apply. This executive position offers the opportunity to lead our program's future while achieving the pinnacle of federal service career advancement.

Average salary estimate

$52900 / YEARLY (est.)

min

max

$47800K

$58000K

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