Case Builder Team Support Specialist, TSS

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary knowledge resource and Subject Matter Expert for Case Builders (CB).

• Prepare Clarification Responses (CR) for absent case builders within the designated Case Building team.

• Build Cases as necessary, under the direction of the Team Supervisor.

• Oversee team engagement in communications and provide regular feedback to the supervisor.

• Support Case Builders with procedural inquiries.

• Review unbuilt cases in the assigned team and liaise with team members for expedited processing of overdue cases.

• Document Case Building errors.

• Handle and resolve escalation requests.

• Assist other departments with inquiries related to Case Building.

• Ensure that action item emails from the audit team and compliance are properly addressed.

• Audit completed cases to verify adherence to build procedures, VA requirements, and diagnostic stipulations.

• Provide assistance to CB staff in finalizing cases.

• Offer feedback and insights to the CB Supervisor regarding any identified coaching or mentoring needs for individual case builders.

• Monitor and respond to emails from Case Builders regarding questions or inquiries as appropriate and as directed by the supervisor.

• Reassign cases within the Team queue to ensure equitable distribution or to meet daily quotas.

• Review and suggest edits to Clarifications for CBs as needed.

• Maintain ongoing communication with CB Supervisors.

• Receive instructions and assignments from CB Supervisors as applicable.

• Refer relevant concerns and suggestions to the team supervisor or pertinent departments as necessary.

• Perform other assigned duties as required.

⛳️ Requirements

• Must be eligible to work in the United States.

• All work must be conducted within the United States.

• Must qualify for a public trust clearance.

• High School Diploma or equivalent is required.

• A minimum of 4 years of related experience or a combination of education and experience is needed.

• At least 2 years of prior Case Building experience is mandatory.

• Proficient in Microsoft Office Suite, Adobe Acrobat/PDF tools, and general internet research resources as required.

• Reliable access to stable internet is essential.

• Must be able to work while on camera and using a microphone.

• Capable of utilizing various communication methods (telephone, text, email, messaging apps, video calls) and convey information clearly.

• Strong organizational, written, and verbal communication skills are necessary.

• Ability to perform essential job functions in compliance with ADA, FMLA, and other federal, state, and local regulations, including meeting productivity standards.

• Competence to thrive in a fast-paced, deadline-driven work setting.

🏝️ Benefits

• 401k matching.

• Customized health plans.

• Dental and vision insurance.

• Life insurance.

• Short and long-term disability coverage.

• Incentive program to acknowledge exceptional performance.

• Competitive base salaries.