Legal Administrative Specialist Jan 2023 To Present
CurrentSupports the Veterans Benefits Administration (VBA) National Call Center (NCC) as a Legal Administrative Specialist (Contact Representative) providing Veterans, their dependents, and survivors with information, advice and assistance regarding the availability and procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies. Assists the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits. Programs include, but are not limited to, compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, fiduciary assistance, general Social Security Administration benefit programs, and other Federal, state, and local domestic relations and assistance programs. Clarifies the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted. Clarifies VBA rating decisions and provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record. Completes claim or appeal related work including, but not limited to, providing comprehensive claim or appeal status updates using mandatory scripting requirements, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim, etc. Appropriately responds to interactions where the customer wishes to speak/discuss to a "supervisor," by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor. Examines a wide variety of processes, documents, and reports.
