Complaint Intake/Triage Analyst

Overview and Functional Purpose

A Criminal Investigative Service Center (CISC) Complaint Intake/Triage Analyst supports the U. S. Postal Inspection Service (USPIS) by servicing the inquiries and complaints received through USPS Customer Support, various USPIS complaint hotlines, and directly entered online customer complaints/reports. The analyst will review complaints/reports related to crimes associated with the US Mail. The Analyst will process complaints/reports daily by reviewing, evaluating, categorizing, and routing them to the appropriate area/database. The analyst supports USPIS national programs and live investigations by conducting data collection and other administrative and investigative activities which protects USPS customers, furthers the USPIS mission, and protects the USPS brand.

Functional Scope

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.

Locations and Hours

Chicago Criminal Investigations Service Center (CISC)

Assigned schedules fall between 7:00 AM – 5:00 PM Monday - Friday

Reports to: CISC Supervisor, Inspection Service Administration

Skills and Ability Requirements

• 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:

1. 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.

2. Reviews complaints/reports daily, evaluates, categorizes, routes to the appropriate unit/database.

3. Documents, categorizes, and disseminates complaints to the appropriate area and follow-ups as necessary.

4. Researches information from various computer applications, internet, and manuals to address inquiries.

5. Initiates customer interaction, when necessary, regarding their inquiry utilizing oral or written communication.

6. 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.

7. Identifies and reports unusual or repetitive customer inquiries, uptick in complaint types, or other trends to the appropriate personnel or area.

8. 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.

9. Works with the International Service Center to recall outbound international mail packages that have been determined to be related to fraud schemes.

10. 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.

11. 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.

Required Education and Work Experience

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.

Required Security Clearance

A Sensitive Security Clearance is required.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person