Complaint Intake/Triage Analyst

About the role

KACE delivers technology-enabled mission services that advance public health, public safety and national security. This position supports the U. S. Postal Inspection Service by servicing inquiries and complaints received through USPS Customer Support, various USPIS complaint hotlines, and directly entered online customer complaints/reports.

Responsibilities

• Supports the CISC Fraud Unit by reviewing, evaluating, categorizing, and routing complaints to the appropriate unit/database.
• Supports USPIS national programs and live investigations by conducting data collection and other administrative and investigative support activities.
• Provides customer service and support for inquiries and complaints received by USPIS and addresses those inquiries and complaints in accordance with USPIS policies and standards.
• Reviews complaints/reports daily, evaluates, categorizes, routes to the appropriate unit/database.
• Documents, categorizes, and disseminates complaints to the appropriate area and follow-ups as necessary.
• Researches information from various computer applications, internet, and manuals to address inquiries.
• Initiates customer interaction, when necessary, regarding their inquiry utilizing oral or written communication.
• Works collaboratively with other Investigative Support Analysts, Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.
• Identifies and reports unusual or repetitive customer inquiries, uptick in complaint types, or other trends to the appropriate personnel or area.
• Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.
• Supports other areas of the CISC, when required; collects customer fraud complaint information, analyzes nature of the complaints, and enters appropriate scheme, findings, and relevant data into the various USPIS Complaint Systems.
• Supports USPIS National Call Center Database administrators by reporting system issues, CAT testing fixes and recommending system improvements that will further support customer complaints and inquires.

Requirements

• An 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, communicate effectively orally and in writing.

Skills

• Ability to safeguard sensitive/confidential information according to policies and procedures.
• Ability to communicate orally and in writing sufficient to express thoughts and ideas to a variety of people.
• Ability to work with customers, coworkers, and leadership in a polite, courteous, and professional manner.
• Proficiency conducting research on the internet and using various organizational resources.
• Ability to use a computer, keyboard, and a mouse to retrieve information to respond to customer inquiries and complaints by phone, email, and chat.
• Experience evaluating data sufficient to make recommendations or determinations on whether standards required by regulations and policies have been met.
• Experience using Microsoft Office software and Adobe.

Benefits

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