Complaint Intake/Triage Analyst
Role Overview
Supports the U.S. Postal Inspection Service Criminal Investigative Service Center by handling inquiries and complaints received through customer support, hotlines, and online submissions.
Supports the CISC Fraud Unit, national programs, and live investigations through complaint triage, data collection, and administrative and investigative support.
Key Skills for This Role
Full Job Posting
Role overview
Supports the U.S. Postal Inspection Service Criminal Investigative Service Center by handling inquiries and complaints received through customer support, hotlines, and online submissions.
Supports the CISC Fraud Unit, national programs, and live investigations through complaint triage, data collection, and administrative and investigative support.
Complaint handling and customer support
- Provide customer service for USPIS inquiries and complaints; review, evaluate, categorize, and route complaints to the appropriate unit or database.
- Research inquiries using computer applications, internet resources, and manuals; contact customers by phone, email, or chat when needed.
- Document and disseminate complaints, follow up as needed, track outstanding problems, and maintain computerized contact records.
Investigative and program support
- Identify and report unusual or repeated inquiries and complaint trends; escalate or transfer inquiries as appropriate.
- Collect and analyze fraud complaint information and enter schemes, findings, and relevant data into USPIS complaint systems.
- Coordinate recalls of outbound international mail packages identified as related to fraud schemes.
- Support national programs, live investigations, and complaint database administration, including reporting system issues and testing fixes.
Qualifications and clearance
- Safeguard sensitive and confidential information and communicate effectively and professionally with customers, coworkers, and leadership.
- Conduct research using the internet, organizational resources, reference tools, and manuals; use a computer to retrieve information and respond to inquiries.
- Evaluate data to make recommendations or determinations against regulatory and policy standards.
- Experience using Microsoft Office and Adobe.
- The posting specifies Public Trust security clearance.
Schedule
- The schedule is Monday through Friday, 7 a.m. to 5 p.m.
- Occasional support outside core hours and intermittent weekend support may be required depending on mission needs.
Compensation
- Salary is approximately $50,000 annually.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career