National Call Center Investigative Analyst ISA I-A

Title: National Call Center Investigative Analyst  ISA I-A

Location:  Chicago, IL

Security Clearance: Moderate Background Investigation (MBI)

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.

Salary: Approximately $50,000/Annually

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:

National Call Center Investigative Analysts support U.

S.

Postal Inspection Service (USPIS) by servicing the inquiries and complaints received and or routed via the USPIS National Fraud Hotline, USPIS Toll Free Hotline and USPS Hotline.  Analysts support the CISC Mail Fraud Unit by taking, reviewing, and evaluating verbal, written and electronic mail fraud complaints and entering data into the USPIS Fraud Complaint System, as needed.

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.


* Bi-lingual (Spanish) desired

Work Duties and Tasks 

Include, but are not limited to:


* Provides customer service and first contact resolution, as appropriate, for inquiries received at the USPIS National Fraud Hotline; confirms customer understanding of complex issues requiring research; resolves inquiries in accordance with USPIS National Call Center standards.
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