Veteran Liaison Officer - Remote

Veteran Liaison Officers make an impact everyday by addressing all Veteran clients’ concerns, disputes, scheduling requests, and issues that may arise throughout the course of handling VA-requested Compensation and Pension (C&P) exams.

Candidates must possess the desire to assist our nation's veterans with a caring and positive attitude.

To prepare you for this role, we provide paid, comprehensive training designed to ensure all new employees demonstrate the highest levels of knowledge and professionalism.

The paid training program lasts 3–5 weeks and includes a nesting period with your production team.

Training is held Monday through Friday from 8:00 AM to 4:30 PM CT, and attendance is mandatory; employees may not miss more than 8 hours during the training period.

Minimum Qualifications

Military Veteran required

HS Diploma or GED required

Open to US CIT or Perm Residents only due to contract restrictions

Job Description

Daily responsibilities include addressing Veteran concerns, disputes, scheduling requests, and issues related to VA-requested Compensation and Pension (C&P) exams. Educate Veterans on VA procedures, resolve potential problems, respond to negative feedback from Veterans and/or Providers, and manage follow-ups via email and phone communication.

Job Summary

Essential Duties and Responsibilities

Receive incoming calls directly from Veterans and/or others regarding requested exams.

Receive incoming calls transferred from the Call Center.

Handles general inquiry calls.

This role also handles escalated calls that may be more complex at times.

Review cases at the request of Veterans / Servicemembers and process them accordingly.

Place outgoing calls to Veterans / Servicemembers regarding their compensation and pension exams.

Explain policies and procedures of the Department of Veterans Affairs to Veterans / Servicemembers who are unfamiliar with our company.

Request reschedules, cancellations, and document no-shows as necessary.

Communicate with Veterans who may display aggressive or threatening behavior.

Communicate with Veterans experiencing severe emotional or mental health crises.

Additional Duties and Responsibilities

Update status for pending no-show cases

Remove/edit no-show letters posted in error

Perform other duties as assigned

Knowledge, Skills, and Abilities

Advanced verbal and interpersonal communication skills

Excellent written communication and grammar skills

Strong reading comprehension abilities

Strong analytical and detail-oriented skills

Advanced multitasking abilities

Strong organizational and prioritization skills with the ability to meet strict deadlines

Proficient typing skills

Proficiency in Microsoft Word, Microsoft Outlook, Adobe Acrobat, internet research, and beginner-level Microsoft Excel

Benefits & Compensation

Compensation for this position is based on factors including experience, education, training, job responsibilities, and market conditions.

The starting hourly wage for this position is $21.13 per hour.

This position is covered under the McNamara-O’Hara Service Contract Act (SCA).

Minimum Qualifications

Military Veteran required

HS Diploma or GED required

Open to US CIT or Perm Residents only due to contract restrictions

6 months or more Call Center experience preferred

The client's infrastructure has plenty of areas in professional growth!