Complaint Analyst

Mandarich Law Group, LLP • Lake Mary, FL

9h • $20 - $25 • Onsite

About The Position

Mandarich Law Group LLP is seeking a Complaint Analyst for its Chicago, Illinois; Williamsville, New York; Lake Mary, Florida; or Kennesaw, Georgia office. This is an in-office position with hours of 8:00 AM to 5:00 PM, Monday through Friday, in the respective time zone.

The Complaint Analyst helps ensure that customer complaint program policies, procedures, and service-level agreements are met. The role reviews and investigates individual customer complaints, documents resolutions and required follow-up, and conducts program-level root cause analysis to identify trends and recommend improvements. The analyst also assists with recommendations to enhance employee training.

Requirements

• High school diploma or equivalent.
• Highly detail-oriented, analytical, and organized, with strong communication skills.
• Ability to work independently.
• Exceptional analytical and problem-solving skills.
• Excellent written communication skills.

Nice To Haves

• College degree preferred.
• Prior law firm experience and/or knowledge of the legal and collections industry preferred.

Responsibilities

• Ensure customer complaint program policies, procedures, and SLAs are met.
• Conduct account-level reviews of customer complaints through thorough investigation and evaluation.
• Document complaint resolutions and any required follow-up.
• Conduct program-level root cause analysis, research issues, identify trends, draw conclusions, and make recommendations.
• Assist with recommendations for enhancements to employee training.

Benefits

• Competitive base salary of $20 to $25 per hour.
• Medical and dental coverage.
• 401(k) plan with company match.
• PTO.
• Paid parental leave.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED