Hotline Agent (Risk Specialist)

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

The Risk Specialist (RS) is the front-line investigator responsible for capturing and documenting sensitive workplace disclosures from employees worldwide. Reporting to the Hotline Operations Manager, you guide callers through a structured interview process to uncover critical details regarding harassment, fraud, safety concerns, and compliance violations. Your mission is to translate complex, often emotional verbal testimonies into clear, technical, and actionable reports that allow Ethico's clients to conduct thorough internal investigations. This role requires a high degree of confidentiality, professional skepticism, and the ability to remain composed in a fast-paced, 24/7 environment.

Responsibilities

• Answer inbound calls live, delivering professional greetings and utilizing telephonic interviewing techniques to extract thorough yet succinct information
• Guide callers through the disclosure process, asking critical follow-up questions to uncover the "who, what, where, and when" while maintaining strict professional boundaries
• Determine the initial severity level of reports based on detailed information gathered during the call, following established company protocols and client-specific directives
• Refine complex verbal statements into simple, organized, and written reports within the case management system (myCM)
• Maintain 100% accuracy in data entry, ensuring all reports comply with both Ethico policies and specific client contract requirements
• Meet rigorous performance goals for report quality, focusing on perfect grammar, concise content, and adherence to "Best Practices" formatting
• Immediately brief client coordinators or Hotline management on high-priority or life-safety situations as identified during the intake process
• Support the 24/7 mission by answering calls and managing the holding queue to ensure minimal wait times for sensitive callers

Requirements

• 1-2 years in a call center, phone support, or customer-centric role; experience in a legal, medical, or compliance intake environment is a plus
• Associate's or Bachelor's degree preferred, or an equivalent combination of education (High School Diploma/GED) and professional experience
• Ability to synthesize large amounts of verbal information into a structured written format
• Ability to remain empathetic yet objective when handling sensitive or high-stress disclosures
• Ability to deal with a variety of variables in situations where only limited standardization exists
• High degree of flexibility to support a 24/7 operation, including willingness to work various shifts and provide coverage as needed

Why join the Ethico Team

• People first company culture
• Company paid Medical, Dental, and Vision for the employee
• Company funded HSA, if enrolled in HDHP
• 401(k) with company match up to 4%
• STD, LTD, and ADD
• PTO
• Annual profit-sharing bonus
• Paid Maternity/Paternity leave
• And much more!

Location

In office, in Charlotte, NC.

Salary Range

$18.00 per hour.

Process

• Prescreen with the People Team (15 Minutes)
• Interview with the Hiring Manager (60 Minutes)
• Interview with your future team (45 Minutes)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply. Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.