Veteran Support Specialist

Veteran Support & Case Coordination

• Coordinate veteran support activities throughout the benefits process by serving as a consistent point of contact and ensuring veterans receive timely communication, administrative support, and exceptional customer service.
  
• Prepare veterans for upcoming appointments by providing education, reviewing appointment expectations, and utilizing company-approved training materials, and educational resources.
  
• Encourage veterans to clearly communicate their personal experiences, symptoms, functional limitations, and concerns in their own words while maintaining established role boundaries.
  
• Monitor veteran engagement by identifying outstanding requirements, coordinating follow-up activities, and ensuring timely progression throughout the benefits process.
  

Documentation & Administrative Support

• Maintain complete, accurate, and timely case documentation by recording veteran interactions, updating the organization's case management system, and following established documentation standards.
  
• Organize and review veteran records to verify file completeness, identify missing information or documentation discrepancies, and ensure administrative readiness.
  
• Prepare case summaries, administrative notes, and supporting documentation to facilitate effective communication, informed decision-making, and continuity among internal team members.
  
• Track appointment schedules, outstanding documentation requests, and follow-up activities to ensure timely service delivery and efficient case progression.
  

Collaboration & Compliance

• Collaborate with case managers, leadership, and cross-functional teams to coordinate veteran support activities, communicate updates, and maintain effective workflow coordination.
  
• Ensure veteran interactions, documentation, and administrative activities comply with company policies, privacy requirements, confidentiality standards, and established organizational procedures.
  
• Participate in required training, consistently apply quality standards, and support continuous improvement initiatives that enhance operational effectiveness and the overall veteran experience.
  
• Participate in company-sponsored events, volunteer initiatives, and community outreach activities that advance the mission of Veterans for Veterans and strengthen relationships with veterans, partners, and the communities we serve.
  

Requirements

• Excellent verbal, written, and interpersonal communication skills, with the ability to build rapport and communicate professionally with veterans, colleagues, and external stakeholders.
  
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities while maintaining accuracy in a fast-paced environment.
  
• Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive information with professionalism and discretion.
  
• Proficiency with Microsoft Office Suite, CRM systems, email, and other cloud-based technologies; ability to quickly learn new software and internal systems.
  
• Ability to follow established policies, workflows, scripts, and escalation procedures while exercising independent judgment within the scope of the position.
  
• Ability to work both independently and collaboratively in a team-oriented environment while adapting to changing priorities and business needs.
  
• Ability to attend required in-office training, team meetings, and periodic on-site workdays as needed.
  
  

Benefits

• Opportunities for career advancement into expanded support, coordination, or case management roles based on experience, performance, and organizational needs.