Complaint Analyst

Mandarich Law Group, LLP•Chicago, IL

1d•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 working hours of 8:00 a.m. to 5:00 p.m., Monday through Friday, in the respective location’s time zone. The Complaint Analyst helps ensure that the customer complaint program’s policies, procedures, and service-level agreements are met. The role involves investigating and evaluating customer complaints, documenting resolutions and follow-up, analyzing root causes and trends, and recommending process and training improvements.

Requirements

Minimum high school diploma or equivalent.
Strong attention to detail, analytical ability, organizational skills, and communication skills.
Ability to work independently.
Strong 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 thorough account-level investigations and evaluations of customer complaints.
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.