Complaint Intake/Triage Analyst

itle:  Complaint Intake/Triage Analyst  ISA I-A

Location: Chicago, IL

Security Clearance: Public Trust  

Schedule: Due to the nature of law enforcement work and operation, position may require occasional support outside of core working hours, as well as intermittent weekend support, mission dependent

Monday- Friday 7:00am-5pm

About KACE:

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life.

The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way.

KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested.

The KACE Way is our commitment to our employees, to our customers, and to our communities.

Join KACE and make a difference!

Job Summary:

A Criminal Investigative Service Center Complaint Intake/Triage Analyst supports the U.

S.

Postal Inspection Service by servicing the inquiries and complaints received through USPS Customer Support, various USPIS complaint hotlines, and directly entered online customer complaints/reports.  Analysts support the CISC Fraud Unit by reviewing, evaluating, categorizing, and routing complaints to the appropriate unit/database.

Analysts support USPIS national programs and live investigations by conducting data collection and other administrative and investigative support activities. 

Essential Functions and Responsibilities:



* 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. 


* Ability to use written and electronic reference tools, manuals, to research and resolve issues.


* 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.

Work Duties and Tasks

Include, but are not limited to: 


* 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 appropriat...