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

As a Customer Call Specialist V at Akicita Federal, you will be responsible for shaping the call center strategy, leading program transformation initiatives, overseeing operational systems, and establishing service excellence standards. Your role will focus on providing leadership for program development and managing various quality management programs, ensuring that the customer support team delivers exceptional service to public safety officers.

To be eligible for the Customer Call Specialist V position at Akicita Federal, candidates should preferably hold an Associate's Degree or have completed two years of higher education from an accredited institution. Additionally, a minimum of five years of benefits or claims experience in customer service is required, along with proven executive leadership capabilities and a strong track record in operational excellence.

The salary for the Customer Call Specialist V position at Akicita Federal ranges from $47,800 to $58,000 annually, reflecting the executive nature of the role and the depth of expertise required. This competitive salary is complemented by a comprehensive federal benefits package, including health insurance and retirement benefits.

Yes, the Customer Call Specialist V position at Akicita Federal offers a premium remote work setup, allowing for flexibility while maintaining high levels of professionalism. The remote work environment is supported by advanced technology systems to ensure seamless operations.

As a Customer Call Specialist V at Akicita Federal, you will have access to executive leadership programs, policy development roles, and several initiatives aimed at program innovation. There are also options for executive certification and clear paths for career advancement within the organization.

In answering this question, emphasize your specific experience in managing claims processes, highlighting key achievements and efficiencies you've implemented in prior roles. Discuss methodologies you have utilized to improve operational performance and your comprehension of the claims lifecycle.

Consider providing examples of how you have successfully led teams in the past, detailing the strategies you employed to foster growth and encourage collaboration. Mention your philosophy on performance metrics, training, and ongoing development.

Choose a specific example that illustrates your leadership qualities during a change initiative. Discuss the planning process, how you engaged stakeholders, overcame challenges, and measured success post-implementation.

Explain your approach to customer service excellence, mentioning specific strategies that have improved customer satisfaction in your previous roles. Include examples of how you handle feedback and resolve complaints.

In your response, discuss the importance of quality assurance processes. Provide details on how you would implement and utilize metrics to assess performance and guide improvements, alongside staff training techniques.

To answer this question, illustrate your ability to manage time effectively and prioritize tasks based on strategic importance. Mention tools or methods you use for organization and how you stay focused under pressure.

Share a specific instance where you contributed to program development. Discuss the objectives, execution, and results. Highlight your role in ensuring that the program aligned with organizational goals and how you measured success.

Discuss the tools and technologies you are experienced with, specifically those relevant to call center management and benefits processing. Mention any particular systems or platforms connected with the PSOB program.

In your answer, describe how you engage with industry updates, such as attending conferences, participating in professional networks, or following relevant publications. This will show your commitment to continuous improvement.

Ensure your answer reflects your alignment with Akicita Federal's values and mission. Discuss your passion for supporting public safety officers and how your skills align with the goals of the PSOB Program, emphasizing your desire to make a meaningful impact.