Job Description

Job Description

Job Description

Description:

Who we are:

Veteran Benefits Guide (VBG) was founded by a former United States Marine with the goal of ensuring that Veterans receive accurate disability benefits in a timely manner. Since it was founded, VBG has guided more than 35,000 Veterans through the complicated Veteran Affairs (VA) disability claims process. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, VBG is committed to advocating for policies that protect the rights and interests of former service members.

Who we’re looking for:

We are a mission-driven organization dedicated to supporting veterans and their families by helping them navigate the benefits process with clarity, empathy, and efficiency. Our team is passionate about making a difference in the lives of those who have served, and we are looking for a dedicated Case Manager to join us in this meaningful work.

The Case Manager is responsible for guiding clients through our process and providing ongoing support. In this role, you will educate clients on the VA claims process, answer questions, gather required documentation, and ensure clients receive timely, accurate updates. You’ll be the primary point of contact for clients—building trust, overcoming objections, and ensuring a positive experience from start to finish.

This role requires excellent communication skills, strong attention to detail, and a customer-first mindset. The ideal candidate thrives in a fast-paced environment, is highly organized, and has a genuine passion for helping others.

Key Responsibilities

• Initiate and maintain client communication via phone and email.
• Introduce company services, build rapport, and set clear expectations.
• Educate clients on the VA claims process and answer service-related questions.
• Gather and verify client documentation, update CRM records accurately.
• Perform quality checks to ensure compliance with company and HIPAA standards.
• Provide timely follow-ups, updates, and proactive support throughout the case.
• Identify missing information and resolve or escalate client issues appropriately.
• Maintain organized client records and meet performance, quality, and compliance standards.

Sales & Persuasion

· Skilled at presenting information clearly and persuasively.

· Able to effectively address objections and articulate the value of services.

Organizational & Analytical Skills

· Strong attention to detail with excellent organizational habits.

· Ability to manage multiple tasks, prioritize effectively, and meet deadlines.

· Capable of analyzing client needs and proactively resolving issues.

Professionalism & Integrity

· Maintains a confident, ethical, and professional demeanor at all times.

· Committed to following HIPAA and data privacy regulations.

· Adapts well to changes in processes or business priorities.

Qualifications

· 1+ year of experience in customer service, case management, or client-facing role.

· Experience with the VA claims process is a plus (or willingness to learn quickly).

· Proficiency in Microsoft Office (Word, Outlook, Excel) and comfort with CRM systems.

· Strong verbal and written communication skills; professional phone and email etiquette.

· Highly organized with excellent time management skills.

· Ability to handle sensitive information with discretion and follow HIPAA guidelines.

· Empathetic, client-focused, and skilled at overcoming objections through education.

Education & Experience

· Associate degree or higher preferred.

EEO:

Veteran Benefits Guide (VBG) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression) genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.

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