Job Title:Customer Support Professional
Job Number:0900C0O

Job Category:Customer Services
Primary Location:USA-WI: WISCONSIN-FORT MCCOY
Schedule:Full-time
Job Type:Regular
Employee Status:Regular
Travel:Yes, 25% of the time
Job Posting:2009-Nov-16
Description
CSC is supporting the Army Reserve Family Programs Directorate for Survivor Outreach Services (SOS). SOS provides substantial support to the Casualty Assistance Officer to ensure families receive the most current information and have access to long-term financial and emotional support. SOS services are available to all survivors, not just survivors of the current conflict, and are available until the survivor desires to discontinue services. In addition, the AR SOS staff will provide awareness education to the military community about the needs of survivors and maintain linkage between survivor and the Army.

• Provides program support by assisting spouses, providing training in personal financial preparedness, reducing indebtedness; and reducing high demand for emergency financial assistance through classes on money management, credit, predatory lending, financial planning, and insurance and consumer issues.
• Provides required training in money management, proper use of credit, financial planning, financial planning for deployment, Deployment Savings Program, transition planning, investing, Thrift Savings Plan, pay, entitlements, relocation spending, insurance, and check writing principles.
• Provides regular updates to help surviving families pursue their financial goals, offering services to help clients safeguard assets as their wealth grows.
• Coordinates with Casualty Assistance Center (CAC) Benefit Coordinator/Specialist and ACS Support Coordinators in service delivery to survivors. Develops networks to enhance local program delivery with appropriate outside agencies.
• Assists clients in managing complex financial issues (closures, evictions, garnishments, repossessions, etc.) in coordination with applicable agencies to resolve issues.
• Briefs ACS Director and leadership on financial and consumer issues impacting survivors. Refers cases to ACS Director for further action when unfair business practice occurs.
• Ensures all case records, training, reports and procedures are in compliance with ACS accreditation standards in accordance with Army Regulation (AR) 608-1, Army Community Service Center, 19 September 2007.
• Develops partnerships with military, civilian and non-governmental agencies to leverage support.
• Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed.
• Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed.
• Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution.
• Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries.
• Assists less experienced staff in developing appropriate responses.
  

• Bachelor's degree from an accredited college/university in related field, i.e. finance, accounting, or business.
• Abilityto complete National Certification as an Accredited Financial Counselor (AFC).
• Four or more years of functional area experience (i.e. finance, accounting, business).
• Experience working with organizational functional and personnel.
• Experience working with fax machines, computer software and telephone technology.

• Business and analytical problem solving skills.
  
• Good communications skills.
  
• Ability to work independently.
  
• Ability to follow oral and written directions.
  
• Ability to understand and apply regulations applying to functional area.