[Hiring] Case Processing Specialist II @ASM Research

Role Description

The Issuer Outreach Support Analyst processes requests from internal stakeholders, such as case analysts, determines the information needed, and communicates that request to the issuer by phone and email. Support Analysts also respond to inbound calls and emails from issuers. This role requires a high level of accuracy, attention to detail, and professionalism in all communications with Case Analysts and Issuers. The Support Analyst must be responsive to incoming email requests and available during assigned periods of coverage for inbound calls. Strong organizational and prioritization skills are essential, as is the ability to recognize situations that require escalation. The role is primarily customer service focused, involving phone and email communication and daily work in spreadsheets and a customer relationship management (CRM) system.

New hires complete a two-week virtual training course, supported by their supervisor and tenured analysts, followed by a one-week job shadow. Analysts select an eight-hour shift falling between 8:00 a.m. and 7:00 p.m. Eastern Time, Monday through Friday, with the potential for overtime. This is a remote position; analysts must work from a dedicated, secure area within their residence.

Key Responsibilities

• Analyze incoming cases and build a comprehensive workbook to relay requests to the issuer, applying data analysis skills.
• Provide excellent customer service by phone and email, responding to inbound calls and managing email correspondence with issuers.
• Validate issuer responses against the original request and communicate any deficiencies back to the issuer to ensure all requested information is obtained.
• Apply escalation criteria to forward unresolved issues promptly.
• Build and maintain positive working relationships with issuer points of contact.
• Manage and prioritize high caseloads, particularly during surge periods.
• Assist with special projects as needed.
• Work within a coordinated team to triage, adjudicate, and escalate individual cases requiring advanced subject-matter expertise.

A Day in the Life: Issuer Outreach Support Analyst

• Start your shift by logging into your workstation from your dedicated home office setup and checking your email and CRM queue for anything that came in overnight or needs immediate attention.
• Review incoming cases and build out a workbook that organizes the request clearly before reaching out to issuers.
• Contact issuers to relay requests, practicing professionalism and clarity in communication.
• Field inbound calls from issuers during your scheduled phone coverage window and monitor your inbox for replies throughout the day.
• Validate issuer responses against the original request and communicate any discrepancies back to the issuer.
• Escalate cases that stall or require additional support using established criteria.
• Manage multiple open cases at different stages, prioritizing which cases need attention first.
• Comfortably multitask across CRM, spreadsheets, email, and phone throughout the day.
• Occasionally participate in special projects alongside your regular caseload.
• Ensure every case you touched moved forward by the end of your shift.

Qualifications

• Associate's Degree OR High School Diploma/GED and 2 years of relevant experience.
• 1 year additional relevant experience.
• Must be a US Citizen.

Preferred Qualifications

• Experience with complex data analytics and advanced problem-solving.
• Ability to remain engaged and productive in a remote work environment.
• Ability to work in a fast-paced, deadline-driven environment.
• Willingness to work overtime as required.
• Strong written and oral communication skills.
• Proficiency in MS Office (Word, Excel, PowerPoint, and Outlook).

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.