Case Builder Team Support Specialist, TSS

Le'Fant LLC

Support a team of remote Case Builders ensuring productivity and quality. Utilize expertise to assist in compliance and proactively communicate within a remote team setting.

Posted 6/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $26 per hourWebsite

About the role

Key responsibilities & impact

Act as a primary source of knowledge and Subject Matter Expert for Case Builders (CB).
Complete Clarification Responses (CR) for absent case builders on the assigned Case Building team.
Complete Building of Cases when necessary and directed by the Team Supervisor.
Monitor team responsiveness to communications and provide regular insights to the supervisor.
Assist Case Builders with procedural questions.
Review unbuilt cases within the assigned team and communicate with team members for expedited handling of late cases.
Log Case Building errors.
Address and resolve escalation requests.
Assist other departments with Case Building inquiries.
Ensure action item emails from the audit team/compliance are addressed.
Audit built cases to ensure compliance with build procedures, VA requirements, and diagnostic requirements.
Provide support to CB staff to finalize cases.
Provide feedback/insight to CB Supervisor about any observed coaching/mentoring topics needed for individual case builders.
Monitor and respond to emails from Case Builders on questions/inquiries as appropriate and directed by supervisor.
Reassigning cases within the Team queue to make sure they are evenly distributed, or so that the daily quota can be met.
Proofread and suggest edits to Clarifications for CBs as requested.
Attentive to ongoing communication with CB Supervisors.
Receive directions and assignments, as applicable, from CB Supervisors.
Ensure relevant concerns/recommendations are referred to the team supervisor or other departments as warranted.
Other duties, as assigned.

Requirements

What you’ll need

Eligible to work in the United States
All work must be performed within the United States
Must be eligible for a public trust clearance
High School Diploma or equivalent
4+ years of related experience or equivalent combination of education and experience
Minimum of 2 years of previous Case Building experience
Proficient in the use of Microsoft Office Suite of products, Adobe Acrobat/PDF tools, and general internet research and other resources as needed
Reliable access to stable internet
Must be able to perform work while on camera and using a microphone
Must be able to use multifaceted communication vehicles (telephone, text, email, messaging apps, video calls) and communicate clearly
Excellent organizational, written, and verbal communication skills.
Ability to safely perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

Benefits

Comp & perks

401k matching
Customized health plans
Dental and vision insurance
Life insurance
Short and long term disability coverage
Incentives program to recognize exceptional behavior
Competitive base salaries

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Case BuildingClarification ResponsesAudit proceduresCompliance requirementsError loggingEscalation resolutionProofreadingOrganizational skillsVerbal communication

Soft Skills

Team collaborationMentoringFeedback provisionResponsivenessAttention to detailAdaptabilityTime managementProblem-solvingInterpersonal communication

Certifications

Public trust clearance