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Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Program Analyst - Remote

Location: Columbia, MD

The Program Analyst is responsible for investigating and responding to complaints from beneficiaries, including the resolution of disputes between beneficiaries for the Ticket to Work Program. The Program Analyst will investigate and resolve payment-related complaints in accordance with dispute resolution procedures it establishes.  Must reside in the Columbia, MD area.

Job Duties:

  • Manage and develop resolution procedures to investigate and resolve complaints.
  • Provide beneficiaries guidance, documentation, and an overview of the dispute resolution process.
  • Manage and serve as the primary point of contact to dispute resolutions operations and activities for payment-related complaints.
  • Responsible to resolve any disputes informally in accordance with dispute resolutions procedures established. Refer any unresolved disputes to leadership.
  • Document and refer all unresolved disputes to leadership; referrals must be accompanied by all the pertinent facts relative to the case; any relevant evidence including conclusion(s), recommendation(s), and supporting arguments to facilitate the investigation and resolution of the dispute.
  • Ensure that the productivity goals established for the Payment Technicians and services are met daily, monthly, quarterly, and annually.
  • Responsible for the establishment of and compliance with best practices as well as the continual implementation of process improvements.
  • Oversee and Review requests for payments; provide analysis of potential Overpayments.
  • Collaborate with Ticket Operations Manager to drive priorities and initiatives including regular progress updates and consistent communications.
  • Act as a liaison between the client and program leadership to convey information, ensure understanding, and make certain everything gets done in an accurate, timely manner.
  • Provide progress reports to clients and upper management.

Classification: Full-Time, Exempt
Operating Hours: 8am - 5pm EST, Mon. - Fri.
Location: Must reside in the Columbia, MD area 
Salary: $45k - $50k + Benefits


  • Bachelorís degree preferred, or equivalent combination of education and work experience
  • Proficient in Microsoft Office (including PowerPoint), internet, web-based, and job-specific software applications required
  • Experience working with Federal programs preferred
  • Project Management Experience Preferred
  • Strong communication and organizational skills
  • Work efficiently in a high-demand and fast-paced environment
  • Team player with strong interpersonal skills and the ability to articulate ideas clearly in oral and written communication
  • Maintain customer confidentiality and strict compliance requirements in a regulated environment
  • Consistently meet or exceed client satisfaction
  • Attainment of goals around service levels
  • Ability to interact with Key Account Directors, Program Managers, and other Account Team members
  • Professional demeanor and attitude with a high level of energy and determination
  • Analytical thinker with excellent quantitative and superior problem-solving skills
  • Embrace our winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork, & family atmosphere, quality, respect, transparency, and innovation

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation or DoD Clearance, Suitability and Skills Assessments Required

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook, and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication.

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K. Additional ancillary benefits will also be available.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation, and gender identity.

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