Remote Portal Operator - Federal Hotline & Data Entry

Systems Integration, Inc.; McAllen (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

Systems Integration, Inc. (SII) is seeking a Customer Service Representative (Portal Operator) to support a federal hotline operation.

The Portal Operator conducts initial processing of online portal submissions, communicates with complainants, documents submissions accurately, routes matters appropriately, and follows approved policies and procedures. Responsibilities include processing portal submissions during Eastern Time business hours, entering data into the portal, reviewing for

Qualifications

• Ability to obtain or maintain the required T4 High Risk Public Trust clearance.
• U.S. citizenship required.
• High school diploma or equivalent required.
• Customer service experience.
• Experience with data entry and online portal processing.
• Experience with hotline processing related to federal law enforcement or an Office of Inspector General.
• Ability to communicate clearly and professionally with complainants and federal staff.
• Strong attention to detail and ability to enter, review, and update information accurately.
• Ability to follow procedures, checklists, escalation guidance, and confidentiality requirements.
• Ability to manage sensitive information with discretion and professionalism.
• Ability to recognize urgent, sensitive, duplicate, incomplete, or misdirected submissions.

Responsibilities

• Process online portal submissions during Mon–Fri 10:00 a.m.–6:00 p.m. ET, excluding federal holidays.
• Input, update, and document complaint information accurately in the portal or case tracking system.
• Review submissions for completeness, urgency, and appropriate next steps.
• Take action on portal submissions, including closure, redirection, or assignment to federal staff.
• Identify allegations involving fraud, waste, abuse, mismanagement, or Education program issues.
• Maintain strict confidentiality of complainant information and case records.
• Follow approved scripts, user guides, SOPs.
• Maintain source data to support monthly contractor reporting.
• Complete required security awareness and program training.

Skills

Customer service

Data entry

Portal processing

Attention to detail

Confidentiality

Clear communication

Education

High school diploma or equivalent

Tools

Case tracking system

Job description

Systems Integration, Inc. (SII) is seeking a Customer Service Representative (Portal Operator) to support a federal hotline operation.

The Portal Operator conducts initial processing of online portal submissions, communicates with complainants, documents submissions accurately, routes matters appropriately, and follows approved policies and procedures. Responsibilities include processing portal submissions during Eastern Time business hours, entering data into the portal, reviewing for