• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options. • Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation. • Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system. • Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free. • Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program. • Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives. • Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs.

• Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options. • Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation. • Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system. • Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free. • Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program. • Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives. • Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

• Educate Clients: Provide comprehensive information about the Beyond Finance financial hardship debt program to clients, ensuring they have a clear understanding of the benefits, process, and available options. • Empathize and Deescalate: Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation. • Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system. • Analyze Financial Situation: Assess the client's current financial situation and determine the most appropriate options to help them achieve their goal of becoming debt-free. • Retain Clients: Collaborate with clients to develop customized solutions that align with their financial goals, and encourage them to remain in the Beyond Finance program. • Achieve Retention Goals: Meet or exceed retention targets and earn commissions based on your ability to enable clients to achieve their financial objectives. • Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs

Role Description The Customer Resource Specialist IV shall provide senior-level customer resource and case management support to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA), Public Safety Officers' Benefits (PSOB) Program. - Serve as a secondary point of contact for applicants and public safety agencies throughout the claims process. - Provide proactive follow-up regarding claim status and required documentation. - Respond to voicemails, emails, and customer inquiries in a timely and professional manner. - Initiate and maintain electronic claim files within the PSOB 2.0 Portal. - Review applicant information to ensure records are complete, accurate, and current. - Update the Government's case management system with all customer outreach activities. - Coordinate with Benefits Specialists and Government personnel regarding active claims. - Assist in resolving customer questions and documentation issues. - Properly close complete cases. - Perform other duties as assigned. Qualifications - High School Diploma or equivalent. - Minimum seven (7) years of benefits, claims processing, customer service, or case management experience. - Experience utilizing Microsoft Office Suite, including Outlook, Word, and Excel. - Experience working with electronic case management or customer relationship management (CRM) systems. - Ability to obtain and maintain Public Trust (Minimum Background Investigation). - Must be a U.S. citizen. Requirements - Excellent customer service and interpersonal communication skills. - Strong organizational and case management abilities. - Ability to communicate professionally and compassionately with diverse stakeholders. - Strong attention to detail and documentation skills. - Ability to prioritize multiple assignments while maintaining accuracy. - Ability to work independently in a remote environment. - Ability to safeguard confidential and sensitive information. - Strong analytical and problem-solving skills.