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) Salary Approximately $50,000 per year Job Summary National Call Center Investigative Analysts support the U.S. Postal Inspection Service (USPIS) by servicing inquiries and complaints received through the USPIS National Fraud Hotline and other call centers. Analysts support the CISC Mail Fraud Unit, conduct data collection, and provide administrative and investigative support for national programs and live investigations. Essential Functions and Responsibilities Safeguard sensitive/confidential information according to policies and procedures. Communicate orally and in writing, expressing thoughts and ideas to a variety of audiences. Work with customers, coworkers, and leadership in a polite, courteous, and professional manner. Conduct research on the internet and using various organizational resources. Use a computer, keyboard, and mouse to retrieve information and respond to customer inquiries by phone, email, and chat. Use written and electronic reference tools, manuals, to research and resolve issues. Evaluate data to make recommendations or determinations on whether standards required by regulations and policies have been met. Use Microsoft Office software. Bi‑lingual (Spanish) desired. Work Duties and Tasks Provide customer service and first‑contact resolution for inquiries received at the USPIS National Fraud Hotline; confirm customer understanding of complex issues requiring research; resolve inquiries in accordance with USPIS National Call Center standards. Conduct customer interviews for data collection in support of live investigations and national program activities. Service subjects associated with USPIS Contraband Interdiction and Investigation Program; record information in the ANP database and respond to field investigator inquiries. Research information from various computer applications, internet, and manuals to answer inquiries and initiate callbacks to customers regarding USPIS matters. Collaborate with other Investigative Support Analysts, Supervisors, and Management to determine which inquiries should be escalated or transferred and route inquiries in a timely manner. Act as front line on fraud detection; identify and report unusual or repetitive customer inquiries, uptick in complaint types, or other trends to Supervisor or Manager. Document and monitor the status of outstanding problems and ensure they are resolved; create a record of the contact type in a computerized tracking system for referral and historical purposes. Work with the International Service Center to recall outbound international mail packages related to mule fraud schemes or reshipping fraud. Support the CISC Mail Fraud Unit when required: collect customer mail‑fraud complaint information, analyze nature of the complaints, and enter scheme, findings, and relevant data into the USPIS Fraud Complaint System. Support USPIS National Call Center Database administrators by reporting system issues, CAT testing fixes, and recommending system improvements to further the National Call Center and customer support operations. Minimum Qualifications & Skills Associate’s degree (or equivalent college credit) from an accredited college or university. Minimum of three years of work experience demonstrating ability to provide customer service, safeguard sensitive information, conduct evaluation and research, and communicate effectively orally and in writing. Experience evaluating data sufficient to make recommendations or determinations on whether standards required by regulations and policies have been met. Proficiency using Microsoft Office software. Bi‑lingual (Spanish) desired. Security Requirements / Background Investigation Must be a U.S. citizen or legal permanent resident. Must obtain a favorable credit check for all cleared positions. Must successfully complete a background investigation including drug screening. Applicants selected may be subject to a government background investigation and may be required to meet the above conditions of employment. 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% of the time. 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. Equal Employment Opportunity 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. #J-18808-Ljbffr MVM, Inc.