24/7 Hotline Risk Investigator

Ethico; Charlotte (NC); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Company paid Medical, Dental, and Vis

Company funded HSA

401(k) with company match up to 4%

STD, LTD, and ADD

PTO

Annual profit-sharing bonus

Paid Maternity/Paternity leave

Job summary

Ethico in Charlotte, NC is seeking a Risk Specialist to conduct front-line investigations, capture sensitive disclosures, and translate them into clear, actionable reports for clients. You will guide callers through structured interviews, uphold confidentiality, and work in a fast-paced, 24/7 environment.

The role requires 1–2 years in a call center or similar setting, an empathetic yet objective approach, and the ability to convert verbal information into precise written documentation.

Qualifications

• 1–2 years in a call center or customer-centric role.
• Associate's or Bachelor's degree preferred, or HS diploma/GED with experience.
• Ability to convert large amounts of verbal information into structured written reports.
• Ability to remain empathetic yet objective when handling sensitive disclosures.
• Willingness to support a 24/7 operation.

Responsibilities

• Answer inbound calls live, providing professional greetings and extracting information.
• Guide callers through the disclosure process with critical follow-up questions.
• Determine initial severity level based on information gathered.
• Refine verbal statements into written reports in the myCM system.
• Maintain 100% data-entry accuracy and compliance with policies.
• Meet performance goals for report quality and formatting.
• Brief client coordinators or Hotline management on high-priority situations.
• Support 24/7 operations by answering calls and managing the holding queue.

Skills

Call center experience

Written reports

Empathy and objectivity

Attention to detail

Education

Associate's or Bachelor's degree preferred

HS diploma/GED with experience acceptable

Tools

myCM case management system

Job description

Ethico in Charlotte, NC is seeking a Risk Specialist to conduct front-line investigations, capture sensitive disclosures, and translate them into clear, actionable reports for clients. You will guide callers through structured interviews, uphold confidentiality, and work in a fast-paced, 24/7 environment.

The role requires 1–2 years in a call center or similar setting, an empathetic yet objective approach, and the ability to convert verbal information into precise written documentation.