Veterans Claims Representative

• Comfortable working with detailed policies laws and claim forms
• Able to work independently while following established procedures
• Emotionally resilient and able to hear difficult stories from veterans without losing focus on required tasks
• Highly organized with strong follow-through to ensure claims are processed accurately and on time

Primary Duties Include:

• Interview veterans dependents and survivors to determine eligibility for benefits and identify all possible entitlements
• Accurately prepare complete and submit benefit claims within established timelines (2 business days)
• Apply federal and state veterans benefits laws including Title 38 U.S. Code and VA M21-1 procedures
• Maintain detailed case notes and ensure all documentation is accurate and complete for audit purposes
• Manage a high-volume caseload while balancing in-office appointments phone calls and outreach events
• Maintain professionalism and empathy while discussing sensitive subjects such as Post-Traumatic Stress Disorder (PTSD) or Military Sexual Trauma (MST) without allowing these conversations to delay claim processing
• Represent the Veterans Service Office at community events which may include occasional evenings weekends or holiday assignments

The Role:

• Workload: You will regularly meet with multiple clients per day each with unique and sometimes complex needs. The role demands a high level of productivity and efficiency
• Deadlines: Claims must be filed within specific timelines missing deadlines can delay or jeopardize benefits for veterans
• Regulatory Focus: Success in this position depends on your ability to quickly learn and apply complex regulations with minimal supervision
• Emotional Impact: Many clients share personal difficult stories. While compassion is essential you must also be able to remain task-focused and maintain professional boundaries
• Accountability: Performance is evaluated on claim accuracy timeliness and adherence topolicies as much as on customer service skills

DESIRABLE QUALIFICATIONS & CORE COMPETENCIES
The ideal candidate will possess a minimum of one (1) year of experience assisting with completing and submitting claim requests and determining eligibility for public benefits programs (e.g. veterans benefits medical insurance benefits unemployment benefits disability benefits and/or Social Security benefits)OR one (1) year of experience providing resources or benefits information directly to Veterans or military personnel and families.

In addition the ideal candidate will demonstrate knowledge and/or related experience in the following core competencies:

Technical Skills & Experience

• Ability to understand and apply complex federal and state regulations
• Ability to conduct assessments and provides counseling to obtain clear and concise case histories with emphasis on military service information to support claims for benefits
• Ability to independently manage a caseload of veterans claims developing and implementing appropriate strategies to ensure timely and accurate resolution
• Ability to prepare reports for the Veterans Service Office detailing the number of clients served the number and types of claims submitted and the benefits recovered as awarded by the USDVA
• Highly organized with the ability to manage a large number of cases simultaneously

Communication Skills

• Empathy and respect for veterans and their families while maintaining productivity standards.
• Ability to handle emotional conversations without becoming emotionally overwhelmed or delaying required work.
• Strong written and verbal communication skills to explain benefits clearly and concisely.
• Serves as a resource for the community county agencies county partnerships and veterans who are aging disabled or dependents by resolving problems with existing benefits and conveying information clearly and effectively

Self-Management & Initiative

• Works well independently while following established procedures
• Proactively seeks clarification when needed and applies feedback immediately
• Demonstrates persistence and attention to detail in processing claims
• Punctuality and consistent attendance are critical in this role as missed appointments or delays can directly impact a veterans ability to receive timely benefits
• Proactively identifies and addresses barriers to veterans benefit access taking independent action to ensure timely claim resolution and maximize benefits awarded