National Call Center Investigative Analyst ISA I-A

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.
• Conducts customer interviews for the purpose of data collection in support of live investigations and national program activities.
• Services subjects associated with USPIS Contraband Interdiction and Investigation Program; records information in the ANP database and responds to field investigator inquiries on the same.
• Researches information from various computer applications, internet, and manuals to answer inquiries and initiate call backs to customers pertaining to USPIS matters using a telephone, computer, electronic reference tools, the internet, and manuals.
• 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.
• Acts as the front line on fraud detection; identifies and reports unusual or repetitive customer inquiries, uptick in complaint types, or other trends to Supervisor or Manager.
• 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.
• Works with the International Service Center to recall outbound international mail packages that have been determined to be related to mule fraud schemes or reshipping fraud.
• Supports the CISC Mail Fraud Unit when required; collects customer mail fraud complaint information, analyzes nature of the complaints, and enters appropriate scheme, findings, and relevant data into the USPIS Fraud Complaint System.
• Supports USPIS National Call Center Database administrators by reporting system issues, CAT testing fixes and recommending system improvements that will further the USPIS National Call Center and customer support operations.

Minimum Qualifications & Skills:

• An Associates Degree (or equivalent college credit) from an accredited college or university and/or a minimum of (3) 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.

Clearance:

Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment.

Security Requirements/Background Investigation Requirements:

• Must be a U.S Citizen or Legal Permanent Resident.
• Favorable credit check for all cleared positions
• Successfully passing a background investigation including drug screening.

Physical Requirements/Working Conditions:

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10%
• Fingering/Grasping/Feeling: Must be able to write, type, and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.

For more information about the company please visit our website at www.kacecompany.com

KACE is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

KACE complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruiting@kacecompany.com.