Complaint Intake/Triage Analyst

MVM, Inc.; Chicago (IL); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental & Vision benefits

HSA & FSA

401(k) retirement plan

Life and AD&D insurance

Disability insurance

Pet Insurance

Job summary

KACE is seeking a Criminal Investigative Service Center Complaint Intake/Triage Analyst to support USPS-USPIS efforts. The role involves handling inquiries and complaints, evaluating and routing them to the correct unit, and providing data collection support for nationwide programs and investigations.

Responsibilities include daily review of complaints, documentation, and collaboration with teams to escalate or transfer when needed, while maintaining data integrity and privacy.

Qualifications

• Associate’s degree (or equivalent) and/or three years of work experience in customer service, evaluation and research, and effective communication.

Responsibilities

• Assist USPS/IPIS inquiries and complaints according to policies and standards.
• Review and categorize complaints, routing them to the proper unit/database.
• Document and track the status of inquiries and resolutions.

Skills

Customer service

Evaluation & research

Oral & written communication

Education

Associate degree or equivalent

Job description

Job Summary

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 complaints/reports. Analysts evaluate, categorize, and route complaints to the appropriate unit/database, and provide data collection and investigative support activities for nationwide programs and live investigations.

Responsibilities

• Provide customer service and support for inquiries and complaints received by USPIS, addressing them according to USPIS policies and standards.
• Review complaints/reports daily, evaluate, categorize, and route to the appropriate unit/database.
• Document, categorize, and disseminate complaints, following up as necessary.
• Research information from computer applications, the internet, and manuals to address inquiries.
• Initiate customer interaction, when necessary, regarding their inquiry via oral or written communication.
• Collaborate with other Investigative Support Analysts, supervisors and management to determine which inquiries should be escalated or transferred and to route inquiries in a timely manner.
• Identify and report unusual or repetitive customer inquiries, uptick in complaint types or other trends to the appropriate personnel or area.
• Document and monitor the status of outstanding problems and ensure they are resolved; create a record of the type of contact in a computerized tracking system for referral and historical purposes.
• Work with the International Service Center to recall outbound international mail packages that have been determined to be related to fraud schemes.
• Support other areas of the CISC as required; collect customer fraud complaint information, analyze the nature of the complaints, and enter appropriate scheme, findings, and relevant data into the various USPIS Complaint Systems.
• Support USPIS National Call Center Database administrators by reporting system issues, recommending fixes and improvements that further support customer complaints and inquiries.

Minimum Qualifications & Skills

• Associate’s degree (or equivalent college credit) from an accredited college or university, and/or a minimum of three years of work experience demonstrating the ability to provide customer service, safeguard sensitive information, conduct evaluation and research, and communicate effectively orally and in writing.
• Security clearance: Public Trust. Applicants may be subject to a government background investigation and must satisfy the conditions of employment.
• Must be a U.S. Citizen or Legal Permanent Resident.
• Favorable credit check for all cleared positions.
• Successfully passing a background investigation including drug screening.
• Residency requirement – 3 consecutive years in the last 5 years.

Physical Requirements / Working Conditions

• Standing/Walking/Mobility: must have mobility to attend meetings.
• Climbing/Stooping/Kneeling: up to 10% of the time.
• Lifting/Pulling/Pushing: up to 10%.
• Fingering/Grasping/Feeling: must be able to write, type, and use a telephone system 100% of the time.
• Sitting: prolonged periods of time.

Benefits

• Medical, Dental, and Vision Benefits
• HSA & FSA
• 401(K) Retirement Savings Plan
• Life and AD&D Insurance
• Disability Insurance
• Pet Insurance

Equal Opportunity Employer

KACE is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class. KACE complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail].