Case Management Analyst - Journeyman

About Aretum

DHS Suitability Required

Aretum is a mission-driven organization committed to delivering innovative, technology-enabled solutions to our customers across defense, civilian, and homeland security sectors. Our teams work at the intersection of strategy, technology, and transformation, helping agencies solve their most critical challenges. We believe in investing in our people and creating a culture where collaboration, inclusion, and professional growth are at the forefront.

Job Summary

Aretum is seeking a Case Management Analyst - Journeyman who will support customers in a fast-paced environment by researching, tracking, and resolving inquiries across multiple systems and databases. The position plays a critical role in supporting case management initiatives and providing analytical expertise to optimize processes and outcomes, while reviewing identity documents for authenticity, managing customer cases and service tickets, maintaining accurate records, ensuring compliance with established procedures, and delivering exceptional customer support in accordance with quality standards and evolving guidelines.

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

Responsibilities

• Communicate with customers in a fast-paced environment utilizing multiple platforms, systems, and databases to research, track, and resolve applicant issues
• Ability to communicate effectively with difficult customers and wrap up the call or refer to senior members for further support
• Log detailed customer information in systems
• Perform review of documents to establish identification while being able to pay attention to fake documents
• Complete tasks according to standard operating procedures and keep abreast of changing guidelines
• Provide customer relationship management to applicants, triage cases/tickets; assist with applicant data corrections; upload documents;
• Respond to customer inquiries and service tickets

• High School Diploma and 3 (+) years experience
• Phone etiquette
• Documenting notes
• Research and review case history
• Adherence to standards and guidelines
• High level of accountability and attention to detail
• Multi-tasking

Preferred

• Call center experience preferred
• Ticketing system experience

Travel Requirements

This is a remote position; however, occasional travel may be required based on project needs, client meetings, team collaboration events, or training sessions. Travel is expected to be less than 10% and will be communicated in advance whenever possible.

EEO Statement

Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance.

As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws.

We are proud to support our nation’s veterans and military families, providing career opportunities that honor their service and experience.

If you require reasonable accommodation during the hiring process due to a disability, please contact [email protected] for assistance.

Equal Opportunity Employer/Veterans/Disabled

U.S. Work Authorization

Due to federal contract requirements, only U.S. citizens are eligible for this position. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency’s background investigation requirements.

• 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