Case Processing Specialist II

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 communicates 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

You'll 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 — new case assignments from internal case analysts, issuer replies awaiting review, or items flagged for follow-up.

• From there, your day is a mix of a few core activities, in whatever order the queue demands:
• Reviewing incoming cases. A case analyst sends you a request that needs more information from an issuer. You'll dig into the case details, figure out exactly what's needed, and build out a workbook that organizes the request clearly before reaching out.
• Contacting issuers. You'll pick up the phone or send an email to the issuer's point of contact to relay the request — practicing the same professionalism and clarity whether you're speaking with someone directly or writing to them.
• Fielding inbound contact. During your scheduled phone coverage window, you'll take inbound calls from issuers who are following up or responding to a request. You'll also be watching your inbox for issuer replies throughout the day, not just during your call coverage block.
• Validating responses. When an issuer responds, you'll compare what they sent against the original request. If something's missing or doesn't match, you'll go back to the issuer to close the gap — this back-and-forth might happen a few times on a single case before it's resolved.
• Escalating when needed. If a case stalls, an issuer isn't responsive, or something falls outside your ability to resolve, you'll recognize that and escalate it using the criteria you learn during training — rather than letting it sit.
• Managing your caseload. On a typical day you're juggling multiple open cases at different stages. During surge periods, that caseload can climb quickly, so prioritizing which cases need attention first is a constant, active skill — not a one-time setup.

Throughout the day, you're moving between your CRM, spreadsheets, email, and phone — so comfort multitasking across those tools matters. You'll also have ongoing support: your supervisor and tenured analysts are available if you hit something unfamiliar, especially in your early weeks.

Occasionally, you may be pulled into a special project alongside your regular caseload — so some flexibility day-to-day is part of the job.

By the end of your shift, the goal is the same every day: every case you touched moved forward — either resolved, escalated, or clearly queued for next steps — with accurate, professional communication on both ends.

Required minimum qualifications:

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

Candidates that do not meet the required qualifications will not be considered.

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. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) 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.