Veteran Success Specialist
Location
United States
Posted
5 hours ago
Salary
$50K - $55K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Veteran Success Specialist
PATRIOTCLAIMS LLC
Role Description The Veteran Success Specialist is a proactive, mission-critical role responsible for guiding veterans through key milestones in their VetClaims.AI journey. This position ensures veterans experience clarity, confidence, and consistent support during high-impact moments such as document delivery, post–C&P exams, and rating decisions. This is not a reactive customer service role. The focus is proactive outreach, education, trust-building, and long-term veteran success ownership. Key Responsibilities - Proactive Veteran Outreach - Complete 20–30 structured outbound touchpoint calls daily - Confirm veterans understand what they received and what to expect next - Identify confusion or misalignment before it escalates - Reinforce timelines, expectations, and next steps - Document all interactions accurately in CRM - Milestone & Congratulatory Communications - Send personalized emails for rating decisions and milestone completions - Clearly explain outcomes and potential next steps - Maintain consistent, Veteran First messaging - Data Collection & Insights - Capture structured data from each interaction - Identify recurring questions or friction points - Collect testimonials (with proper consent) - Submit insights to leadership to improve veteran education and communication - Documentation & Tracking - Maintain detailed records of calls and communications - Track assigned touchpoints and follow-ups - Ensure documentation supports quality assurance and trend analysis Performance Expectations - Completion rate of assigned touchpoints - Quality and consistency of veteran interactions - Accuracy of documentation - Reduction in repeat confusion or complaints - Volume and quality of testimonials gathered - Overall veteran satisfaction indicators Qualifications - Strong verbal communication skills - High emotional intelligence - Comfort with high-volume outbound calling - Clear, professional written communication - Excellent attention to detail - Strong documentation and organizational skills - Ability to explain complex processes calmly and clearly - Mission-driven, Veteran First mindset Preferred Experience - Experience working with veterans, VA claims, healthcare, or benefits systems - Background in customer success, case management, or relationship-based roles - Experience handling sensitive or high-stakes conversations - Military experience is strongly valued but not required Why This Role Matters Veterans should never feel lost or unsupported during their claims journey. The Veteran Success Specialist plays a direct role in ensuring every veteran experiences clarity, respect, and confidence at every major milestone.
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