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)

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.

Salary: Approximately $50,000/Annually

About KACE:

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life. The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way. KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested. The KACE Way is our commitment to our employees, to our customers, and to our communities. Join KACE and make a difference!

Job Summary:

National Call Center Investigative Analysts support U. S. Postal Inspection Service (USPIS) by servicing the inquiries and complaints received and or routed via the USPIS National Fraud Hotline, USPIS Toll Free Hotline and USPS Hotline.  Analysts support the CISC Mail Fraud Unit by taking, reviewing, and evaluating verbal, written and electronic mail fraud complaints and entering data into the USPIS Fraud Complaint System, as needed. 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.
• Bi-lingual (Spanish) desired

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.