Case Resolution Coordinator

SUMMARY

The Case Resolution Coordinator coordinates, tracks, and supports the resolution of cases from intake through closure. Serves as a central point of contact to ensure cases are reviewed, documented, escalated, and resolved in a timely, accurate, and professional manner. Assists with administrative and non-investigative complaint closures with established policies, procedures, templates, and case processing guidelines.

Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Technology, Infrastructure & Engineering, Health, Manufacturing, Public Safety, Consulting, and Transportation) for the federal government and commercial enterprises. A portion of our profits is used to support Chickasaw citizens. We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people. CNI offers premium benefits eligible on the first day of hire to full time employees; (Medical - Dental – Vision), Company Life Insurance, Short-Term and Long-Term Disability Insurance, 401(K) Immediate Vesting, Professional Development Assistance, Legal Aid Assistance Program, Family Planning / Fertility Assistance, Personal Time Off, and Observance of Federal Holidays.

As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

ESSENTIAL REQUIREMENTS

Must be able to obtain and maintain the required customer clearance for access to systems, facilities, equipment and property.

Required to work on-site pursuant to the Presidential Memorandum, Return to In-Person Work (Jan. 20, 2025), and at the work location identified in the contract.

Experience performing administrative, case processing, complaint resolution, or related support functions.

Ability to follow established policies, procedures, templates, and guidelines with accuracy and consistency.

KEY DUTIES AND RESPONSIBILITIES

Essential Duties and responsibilities include the following. Other duties may be assigned.

Receives, reviews, and documents incoming cases, inquiries, and/or complaints.

Reviews and processes complaints recommended for administrative or non-investigative closure using prewritten templates and established case resolution procedures.

Maintains accurate and complete case records in the appropriate tracking system or database.

Monitors case status, deadlines, service-level expectations, and follow-up actions.

Maintains clear, timely, and professional communication with team members and stakeholders through phone calls, email correspondence, and meeting attendance regarding case updates and next steps.

Escalates complex, urgent, sensitive, or unresolved matters to appropriate leadership, subject matter experts, or authorized departments.

Ensures case handling follows applicable procedures, confidentiality expectations, and organizational standards.

Prepares reports, summaries, and status updates related to case volume, trends, resolution timelines, and outcomes.

Maintains professionalism, discretion, and a service-focused approach in all interactions.

Demonstrates sustained productivity and attention to detail while managing competing deadlines and tasks.

May be required to work on-site per contract identified work location.

EDUCATION AND EXPERIENCE

Associate’s degree and a minimum of one to three (1-3) years of relevant experience, or equivalent combination of education/experience.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

Work is primarily performed in an office environment, where employees may be seated in close proximity to coworkers and exposed to routine workplace activity, conversations and other normal office interactions. The employee must be able to work effectively in an open office environment and maintain focus and productivity standards while exposed to normal office noise and activity, including conversations, telephones, computers, printers, office equipment, and foot traffic. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear and communicate effectively with coworkers, supervisors, customers and other personnel. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

EOE including Disability/Vet

The estimated pay range for this role is $25 to $28 per hour, with the final offer contingent on location, skillset, and experience.

CNI offers a comprehensive benefits package that includes:

- Medical
- Dental
- Vision
- 401(k)
- Family Planning/Fertility Assistance
- STD/LTD/Basic Life/AD&D
- Legal-Aid Program
- Employee Assistance Program (EAP)
- Paid Time Off (PTO) – (11) Federal Holidays
- Training and Development Opportunities

Your application submission will be considered for all potential employment opportunities with Chickasaw Nation Industries (CNI).