Title: Complaint Intake/Triage Analyst
Location: Chicago, IL
Security Clearance: Public Trust
Schedule: 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
Monday- Friday 7:00am-5pm
Salary: Approximately $50,000/Annually
Level: ISA I-A
About KACE:
KACE delivers technology-enabled mission services that advance public health, public safety and national security, combining our large-scale operational capabilities with advanced technologies and data insights to meet the government’s most complex challenges.
At KACE, purpose and service are at the heart of everything we do, and every role plays a part in the mission. Our employees bring a wide range of skills, experiences and perspectives to the critical government operations we support, making a measurable impact every day. This is purpose-driven work, and we are committed to delivering a workforce that is mission-focused, accountable, and dedicated to advancing the nation’s safety, security and performance.
We’re proud to be certified as a Great Place to Work! This is an honor that reflects the voices of our employees and the culture we’ve built together. This certification recognizes our commitment to creating an inclusive, supportive, and engaging workplace where employees feel valued, heard, and empowered. At KACE, being a Great Place to Work means we prioritize professional growth, celebrate achievements, encourage collaboration, and foster an environment where innovation thrives.
The KACE Way is our commitment to our employees, to our customers, and to our communities. Join KACE and make a difference!
Job Summary:
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.
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 and Adobe.
Work Duties and Tasks
Include, but are not limited to:
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.
Reviews complaints/reports daily, evaluates, categorizes, routes to the appropriate unit/database.
Documents, categorizes, and disseminates complaints to the appropriate area and follow-ups as necessary.
Researches information from various computer applications, internet, and manuals to address inquiries.
Initiates customer interaction, when necessary, regarding their inquiry utilizing oral or written communication.
Works collaboratively with other Investigative Support Analysts, Supervisors and Management; determines which inquiries should be escalated…