Case Management Analyst - Journeyman

About Aretum:

Aretum is a mission-driven organization delivering innovative, technology-enabled solutions for defense, civilian, and homeland security sectors. We operate at the intersection of strategy, technology, and transformation, helping agencies solve critical challenges. We invest in our people, fostering a culture of collaboration, inclusion, and professional growth.

DHS Suitability Required

Job Summary:

Aretum seeks a Case Management Analyst - Journeyman to support customers in a fast-paced environment by researching, tracking, and resolving inquiries across multiple systems and databases. This role is critical for supporting case management initiatives and providing analytical expertise to optimize processes and outcomes. Responsibilities include reviewing identity documents for authenticity, managing customer cases and service tickets, maintaining accurate records, ensuring compliance with established procedures, and delivering exceptional customer support.

Due to the nature of our work as a federal consulting organization, employees may handle Controlled Unclassified Information (CUI) and must adhere to safeguarding and compliance requirements.

Responsibilities:

• Communicate with customers across multiple platforms, systems, and databases to research, track, and resolve applicant issues.
• Effectively communicate with challenging customers, escalating to senior members for further support when necessary.
• Log detailed customer information accurately in systems.
• Review documents to establish identification, paying close attention to detecting fraudulent documents.
• Complete tasks according to standard operating procedures and stay updated on changing guidelines.
• Provide customer relationship management to applicants, triage cases/tickets, assist with applicant data corrections, and upload documents.
• Respond to customer inquiries and service tickets.
• Possess strong phone etiquette and documentation skills.
• Research and review case history.
• Adhere to established standards and guidelines.
• Demonstrate a high level of accountability and attention to detail.
• Multi-task effectively.

(Minimum qualifications: High School Diploma and 3+ years of experience.)

Preferred Qualifications:

• Call center experience.
• Ticketing system experience.

Travel Requirements:

This is a remote position; however, occasional travel (less than 10%) may be required for project needs, client meetings, team collaboration, or training. Travel will be communicated in advance.

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Family Leave (Maternity, Paternity)
• Short Term & Long-Term Disability
• Training & Development

EEO Statement:

Aretum is committed to excellence, integrity, and equal opportunity. Employment decisions are merit-based, without regard to factors unrelated to job performance. We comply with all applicable federal, state, and local employment laws. We proudly support veterans and military families. If you require reasonable accommodation due to a disability during the hiring process, please contact hr@aretum.com.

U.S. Work Authorization:

Due to federal contract requirements, only U.S. citizens are eligible. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination.