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Durham, North Carolina, United States of America
JOB #R2102454

Appeals Case Manager

Are you interested in helping North Carolina create communities that are more resilient in the face of future disasters? Join the ICF team and make a difference! Our growing Disaster Management Division makes BIG things happen every day.

We are seeking an Appeals Case Manager to support appeals requests and reviews as part of a Voluntary Buyout Program administered by the North Carolina Office of Recovery & Resiliency (NCORR). As an Appeals Case Manager, you will work closely with other members of the Appeals Team, the Program Manager, senior ICF staff, and subject matter experts; clearly communicate information regarding ReBuild NC Buyout appeals requests and determinations to impacted residents regarding their options to help them make informed decisions.

The position requires, but is not limited to, the following responsibilities: 

  • Review application materials, program determination letters, and appeal requests and determinations to validate reasons for denial or appeal request and prepare presentations and recommendations for senior leadership. 

  • Coordinate with project team members to gather additional documentation/information about the appeal and associated application. 

  • Research and review relevant regulations and policies that support eligibility or denial. 

  • Interact with applicants and technical teams, as necessary. 

  • Review files and complete tasks using the online Salesforce record system. 

  • Review, contribute to, and follow established Program procedures. 

  • Learn key policies and procedures governing the Strategic Buyout Program, request supplemental appeal information and/or documentation from applicants, and explain the appeals process to applicants. 

  • Gather, scan, and store required notes and documentation in Salesforce. 

  • Manage multiple priorities and to work limited overtime, as necessary. 

Basic Qualifications:   

  • 3+ years of work experience, including at least 2 years of customer service experience. 

  • Familiarity with Microsoft Office (Microsoft Word, Excel, and PowerPoint) and Adobe Acrobat. 

  • A flexible schedule that can accommodate some evening or weekend work, as required. 

Preferred Skills/Experience:   

  • Bilingual in English and Spanish.

  • Experience in reviewing details of a property deed, title or appraisal. 

  • Experience facilitating client applications to public benefit programs. 

  • Experience in disaster recovery and/or housing support services or programs.  

Professional Skills:

  • Ability to learn, analyze, and understand complex documents such as tax returns, property deeds, insurance, and other program-related documents. 

  • Ability to articulate details in a manner understandable to a variety of individuals in person and over the phone. 

  • Strong verbal and written communication skills. 

  • Ability to work successfully with disaster victims from culturally and socioeconomically diverse backgrounds.   

  • Skilled in multi-tasking, organizing and prioritizing work in a fast-paced environment. 

  • Experience in analyzing information and problem-solving. 

This job is a Section 3 eligible job opportunity. We encourage applications from individuals that are low income and/or living in Public Housing. 

#MBNC  

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy.

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

N Carolina Client Office (NC88)

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.