The Public Safety Officers' Benefits (PSOB) Program represents the Department of Justice's commitment to supporting America's public safety officers and their families. Our program, established in 1976, processes over 1,500 claims annually, providing essential death, disability, and educational assistance benefits to those who have made tremendous sacrifices in public service.
As a Senior Customer Resource Specialist III, you will serve as a key intermediary between the PSOB Program and the families of fallen or injured public safety officers. This advanced position requires a unique combination of technical expertise and compassionate customer service, as you'll guide applicants through complex benefits processes during challenging times in their lives. Your role is critical in ensuring that survivors and agencies receive thorough, timely, and empathetic support throughout their application journey.
Core Responsibilities
Drawing from our program's mission to serve public safety officers and their families, you will:
Lead Initial Engagement:
Your role begins within 24 hours of first contact with the BJA PSOB Customer Call Center, where you'll establish relationships with survivors and agencies, setting the foundation for ongoing support throughout the benefits process.
Guide Application Completion:
Working with precision and empathy, you'll ensure all applications are properly completed and submitted within 10 working days. This requires detailed attention to documentation requirements while maintaining sensitivity to the circumstances of each case.
Manage Communication:
You'll serve as a dedicated point of contact, responding to inquiries within two business days and resolving discrepancies promptly. Your communication skills will be essential in maintaining clear, compassionate dialogue with applicants while coordinating with the PSOB Director and Benefits Specialists.
Special Projects:
Periodically, you'll be assigned to support educational assistance benefits through the Public Safety Officers' Educational Assistance (PSOEA) Program, requiring additional expertise in documentation preparation and mathematical calculations using Microsoft Excel.
Work Environment and Schedule
This position offers a modern approach to federal service:
100% remote work capability from anywhere in the United States
Government-furnished laptop and smartphone provided
Flexible scheduling between 6:30 AM and 6:30 PM Eastern Time
8-10 hour workday with scheduling flexibility after 90 days
Professional home office setup required with appropriate internet and telephone services
Required Technical Competencies
Your success in this role requires proficiency in:
PSOB 2.0 Portal systems
Microsoft Excel for benefits calculations
Documentation management systems
Remote communication tools
Case management software
Security Requirements
This position requires:
U.S. Citizenship or legal permanent residence
DOJ Residency Requirement compliance (three of past five years)
Successful completion of Minimum Background Investigation (MBI)
Public Trust Position clearance
Commitment to information security protocols
Professional Development
We invest in our team members through:
Comprehensive initial training
Ongoing professional development opportunities
Access to federal service career advancement
Mentorship and guidance from senior team members
Federal Benefits Package
As a federal employee, you'll receive:
Competitive salary commensurate with experience
Federal Employees Health Benefits (FEHB)
Federal Employees Group Life Insurance (FEGLI)
Federal Employees Retirement System (FERS)
Thrift Savings Plan (TSP) with matching
Annual and sick leave
11 paid federal holidays plus special observances
Professional development opportunities
Remote work flexibility
Making a Difference
In this role, you'll be part of a dedicated team processing:
750 death benefit applications
150 disability claims
600 educational assistance applications
150 hearing officer appeals
65 BJA Director appeals
Your work will directly impact the lives of public safety officers and their families during crucial moments, providing essential support and guidance through complex benefits processes.
Language Skills
While not required for all positions, Spanish language fluency is highly valued, as our team maintains at least one Spanish-speaking specialist at all times.
If you're passionate about serving those who protect our communities and have the experience to handle sensitive situations with care and professionalism, we encourage you to apply. Your role will directly impact the lives of public safety officers and their families during crucial moments in their lives.
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