The Issuer Outreach Support Analyst processes requests from internal
stakeholders, such as case analysts, determines the information needed, and
communicates that request to the issuer by phone and email. Support Analysts
also respond to inbound calls and emails from issuers. This role requires a high
level of accuracy, attention to detail, and professionalism in all
communications with Case Analysts and Issuers. The Support Analyst must be
responsive to incoming email requests and available during assigned periods of
coverage for inbound calls. Strong organizational and prioritization skills are
essential, as is the ability to recognize situations that require escalation.
The role is primarily customer service focused, involving phone and email
communication and daily work in spreadsheets and a customer relationship
management (CRM) system.
New hires complete a two-week virtual training course, supported by their
supervisor and tenured analysts, followed by a one-week job shadow. Analysts
select an eight-hour shift falling between 8:00 a.m. and 7:00 p.m. Eastern Time,
Monday through Friday, with the potential for overtime. This is a remote
position; analysts must work from a dedicated, secure area within their
residence.
Key Responsibilities:
Analyze incoming cases and build a comprehensive workbook to relay requests
to the issuer, applying data analysis skills.
Provide excellent customer service by phone and email, responding to inbound
calls and managing email correspondence with issuers.
Validate issuer responses against the original request and communicates any
deficiencies back to the issuer to ensure all requested information is
obtained.
Apply escalation criteria to forward unresolved issues promptly.
Build and maintain positive working relationships with issuer points of
contact.
Manage and prioritize high caseloads, particularly during surge periods.
Assist with special projects as needed.
Work within a coordinated team to triage, adjudicate, and escalate individual
cases requiring advanced subject-matter expertise.
A Day in the Life: Issuer Outreach Support Analyst
You'll start your shift by logging into your workstation from your dedicated
home office setup and checking your email and CRM queue for anything that came
in overnight or needs immediate attention — new case assignments from internal
case analysts, issuer replies awaiting review, or items flagged for follow-up.
From there, your day is a mix of a few core activities, in whatever order the
queue demands:
Reviewing incoming cases. A case analyst sends you a request that needs more
information from an issuer. You'll dig into the case details, figure out
exactly what's needed, and build out a workbook that organizes the request
clearly before reaching out.
Contacting issuers. You'll pick up the phone or send an email to the issuer's
point of contact to relay the request — practicing the same professionalism
and clarity whether you're speaking with someone directly or writing to
them.
Fielding inbound contact. During your scheduled phone coverage
window, you'll take inbound calls from issuers who are following up or
responding to a request. You'll also be watching your inbox for issuer
replies throughout the day, not just during your call coverage block.
Validating responses. When an issuer responds, you'll compare what they sent
against the original request. If something's missing
or doesn't match, you'll go back to the issuer to close the gap — this
back-and-forth might happen a few times on a single
case before it's resolved.
Escalating when needed. If a case stalls, an issuer isn't responsive, or
something falls outside your ability to resolve, you'll recognize that and
escalate it using the criteria you learn during training — rather than
letting it sit.
Managing your caseload. On a typical day you're juggling multiple open cases
at different stages. During surge periods, that caseload can climb quickly,
so prioritizing which cases need attention first is a constant, active skill
— not a one-time setup.
Throughout the day, you're moving between your CRM, spreadsheets, email, and
phone — so comfort multitasking across those tools matters. You'll also have
ongoing support: your supervisor and tenured analysts are available if you hit
something unfamiliar, especially in your early weeks.
Occasionally, you may be pulled into a special project alongside your regular
caseload — so some flexibility day-to-day is part of the job.
By the end of your shift, the goal is the same every day: every case you touched
moved forward — either resolved, escalated, or clearly queued for next steps —
with accurate, professional communication on both ends.
Required minimum qualifications:
Associate's Degree ORHigh School Diploma/GED and 2 years of relevant
experience.
1 year additional relevant experience.
Must be a US Citizen.
Candidates that do not meet the required qualifications will not be considered.
Preferred qualifications:
Experience with complex data analytics and advanced problem-solving.
Ability to remain engaged and productive in a remote work environment.
Ability to work in a fast-paced, deadline-driven environment.
Willingness to work overtime as required.
Strong written and oral communication skills.
Proficiency in MS Office (Word, Excel, PowerPoint, and Outlook).
Qualifications
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple
factors; including but not limited to, location, skill set, level of education,
certifications, client requirements, contract-specific affordability, government
clearance and investigation level, and years of experience. The compensation
displayed for this role is a general guideline based on these factors and is
unique to each role. Monetary compensation is one component of ASM's overall
compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex,
disability, age, sexual orientation or national origin are not and will not be
considered in any personnel or management decisions. We affirm our commitment to
these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is
done without regard to race, color, religion, sex, disability, or age. All
decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above
are representative of those which must be met by an employee to successfully
perform the primary functions of this job. (For example, "light office duties'
or "lifting up to 50 pounds" or "some travel" required.) Reasonable
accommodations may be made to enable individuals with qualifying disabilities,
who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature
and level of work performed by employees within this classification. It is not
designed to contain or be interpreted as a comprehensive inventory of all
duties, responsibilities and qualifications required of employees assigned to
this job.