Case Management System (CMS) Oversight: Competently operate CMS to initiate, update, and monitor cases, ensuring timely follow-up and resolution within established deadlines (e.g., closing cases within 45 days, submitting new CMS cases within 5 days of FSO submittal).Front-Line Customer Engagement: Monitor and respond to inquiries via the automated call distribution system and provide professional front counter assistance, building rapport with diverse customers of all ranks and temperaments. Demonstrated experience with Military Pay and related systems (e.g., JMPS).Experience with Civilian Pay and related systems (e.g., DCPS).Familiarity with Wide Area WorkFlow (WAWF).Prior customer service experience within the Air Force or Department of Defense (DoD) settings is highly desired.