Complaint Intake/Triage Analyst

KACE Company•Chicago, IL

About The Position

A Criminal Investigative Service Center Complaint Intake/Triage Analyst supports the U.S. Postal Inspection Service by servicing inquiries and complaints received through USPS Customer Support, USPIS complaint hotlines, and online customer submissions. The analyst supports the CISC Fraud Unit by reviewing, evaluating, categorizing, and routing complaints to the appropriate unit or database, and supports national programs and live investigations through data collection and administrative and investigative support. The role provides customer service, researches and resolves inquiries, documents and monitors complaint status, identifies trends, and coordinates with investigative teams and other USPIS support functions. The position is based in Chicago, Illinois, and follows a Monday–Friday schedule from 7:00 a.m. to 5:00 p.m. Occasional support outside core working hours and intermittent weekend support may be required depending on mission needs. Applicants may be subject to a government background investigation and required employment conditions.

Requirements

An associate’s degree or equivalent college credit from an accredited college or university, and/or at least three years of work experience demonstrating customer service, safeguarding sensitive information, evaluation and research, and effective oral and written communication.
Ability to communicate orally and in writing with a variety of people.
Ability to work with customers, coworkers, and leadership in a polite, courteous, and professional manner.
Proficiency conducting internet research and using organizational resources.
Ability to use a computer, keyboard, mouse, and telephone to retrieve information and respond to customer inquiries and complaints by phone, email, and chat.
Ability to use written and electronic reference tools and manuals to research and resolve issues.
Experience evaluating data to make recommendations or determinations about whether regulatory and policy standards have been met.
Experience using Microsoft Office software and Adobe.
Must be a U.S. citizen or legal permanent resident.
Favorable credit check for cleared positions.
Successfully pass a background investigation, including drug screening.
Meet the residency requirement of three consecutive years in the last five years.

Responsibilities

Provide customer service and support for inquiries and complaints received by USPIS in accordance with USPIS policies and standards.
Review complaints and reports daily, evaluate and categorize them, and route them to the appropriate unit or database.
Document, categorize, and disseminate complaints to the appropriate area, following up as necessary.
Research information using computer applications, the internet, manuals, and other resources to address inquiries.
Initiate customer interactions as needed through oral or written communication.
Collaborate with Investigative Support Analysts, supervisors, and management; determine which inquiries should be escalated or transferred and route them promptly.
Identify and report unusual or repetitive inquiries, increases in complaint types, and other trends to appropriate personnel.
Document and monitor outstanding problems, ensure they are resolved, and record contact types in a computerized tracking system for referral and historical purposes.
Coordinate with the International Service Center to recall outbound international mail packages determined to be related to fraud schemes.
Support other CISC areas as required by collecting customer fraud complaint information, analyzing complaint types, and entering scheme, findings, and relevant data into USPIS complaint systems.
Support USPIS National Call Center Database administrators by reporting system issues, conducting CAT testing of fixes, and recommending system improvements.
Safeguard sensitive and confidential information according to policies and procedures.