Complaint-Grievance Client Care Specialist-QA535209

ICL • New York, NY

2d

About The Position

JOB SUMMARY: The Complaint/Grievance and Client Care Specialist investigate and resolves client complaints by researching issues, communicating with clients, and collaborating with internal/external stakeholders. Key duties include documenting/logging all complaints, analyzing data to identify trends, recommending improvements, and ensuring timely and resolution. This role requires strong problem-solving, communication, and attention to detail skills. The Complaint/Grievance and Client Care Specialist is an advocate for clients, working to resolve issues and improve overall satisfaction while safeguarding the integrity and efficiency of the agency. ESSENTIAL JOB FUNCTIONS: Investigate and resolve complaints: Research/continually check for client complaints received through various channels (phone, email, website) and provide timely resolutions. Communicate with clients: Directly communicate with clients to gather information, provide acknowledgements/updates, and explain resolutions (potentially in writing) with professionalism and empathy. Document and analyze the data: Maintain accurate records of all complaints, resolutions, and follow-up actions. Analyze complaint data to identify trends, root causes, and potential problem areas. Collaborate with internal teams: Work with other departments/program staff to address complex issues and implement process improvements. Report and recommendation: Provide feedback and reports to management on customer concerns, including recommendations for preventive or corrective actions. Ensure compliance: Make sure all complaint handling is in line with agency policies/ procedures and regulatory guidelines. Education of staff: Promote the fact that complaint handling is a centralized process that demand issues be reported and program staff response for information requests timely. Reporting: Prepare and submit reports to regulatory bodies as required. Maintain a high level of confidentiality and professionalism.

Requirements

• Committed to the active promotion of ICL values and goals.
• Strong problem-solving and conflict-resolution skills
• High attention to detail
• Accurate documentation and adherence to policies/regulations.
• Thriving in fast-paced environments and handling high-pressure situations.
• Deep understanding of relevant programs, policies, and requirements.
• Familiarity with MS SharePoint and Excel software.
• Bachelor’s degree preferred; High School diploma or GED plus 2 years in call centers, customer service, or admin support.

Nice To Haves

• Complaint handling or related field certifications are a plus.

Responsibilities

• Investigate and resolve complaints: Research/continually check for client complaints received through various channels (phone, email, website) and provide timely resolutions.
• Communicate with clients: Directly communicate with clients to gather information, provide acknowledgements/updates, and explain resolutions (potentially in writing) with professionalism and empathy.
• Document and analyze the data: Maintain accurate records of all complaints, resolutions, and follow-up actions. Analyze complaint data to identify trends, root causes, and potential problem areas.
• Collaborate with internal teams: Work with other departments/program staff to address complex issues and implement process improvements.
• Report and recommendation: Provide feedback and reports to management on customer concerns, including recommendations for preventive or corrective actions.
• Ensure compliance: Make sure all complaint handling is in line with agency policies/ procedures and regulatory guidelines.
• Education of staff: Promote the fact that complaint handling is a centralized process that demand issues be reported and program staff response for information requests timely.
• Reporting: Prepare and submit reports to regulatory bodies as required.
• Maintain a high level of confidentiality and professionalism.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED