Customer Complaint Clerk Job Description Sample
Customer Complaint Coordinator
Job ID :
US - Michigan - Kalamazoo
The Anatomical Pathology Division (APD) provides laboratories with the broadest portfolio of instrument and consumable solutions, from specimen collection and grossing to advanced staining and cover slipping. The Division generates $400MM in annual revenue and has 1,500 employees in 13 countries. The anatomical pathology product line includes Richard Allan Scientific, Erie Scientific, Microm, Shandon, and Lab Vision.
The Complaint Coordinator coordinates the customer complaint intake and handling process, providing a key interface between Customer/Technical Services and the QA/Operations/Engineering complaint investigation teams. This position takes responsibility for the tracking & trending of customer complaints and the provision of data, charts and reports for management review.
Responsible for the initial QA review of a customer complaint and requesting initial follow up information/facts from Customer/Technical Services or the Distributor as required.
Responsible for the customer complaint handling process, including logging complaints and performing initial assessments to determine potential reportability, and assignment of investigation to the appropriate APD locations.
Responsible for the maintenance of data in the electronic complaint handling system.
Responsible for training appropriate individuals in the proper use of the electronic complaint management system.
Responsible for monitoring the progress of complaint handling and investigation, and working with applicable individuals and departments to ensure complaint handling time requirements are met.
Responsible for tracking and trending complaints and preparing complaint analysis reports, highlighting any adverse trends.
Responsible for highlighting any potential reportable events to QA and/or RA Management as soon as possible as per the Medical Device Reporting/Vigilance procedures.
Responsible for preparing & presenting data/reports regarding complaint metrics for submission to Site, Divisional and Corporate Management Review.
Responsible for planning & performing nonconformance investigations when required. This may include the coordination of return parts and instruments involved in investigations back to the factory for further investigation.
Responsible for contributing to the continual quality & reliability improvement of APD products and services.
Ensuring policies, procedures and practices are in compliance with global quality & regulatory requirements and meet the needs of our customers & Quality Policy.
Responsible for performing tasks to support the quality system and quality policy as directed by QA/RA management.
High School Diploma or equivalent required, Associate or Bachelors Degree preferred
Experience working with FDA regulated products (Medical Device/IVD preferred)(pharmaceutical or dietary supplement experience is acceptable)
Knowledge of ISO13485 / FDA QSR Part 820 / 803 requirements preferred
Experience working with complaint handling and/or CAPA & management review
Knowledge of statistical data analysis tools and techniques
Excellent interpersonal skills
Ability to work in a timeline driven environment
Excellent communication skills both written & oral
Excellent computer skills, particularly spreadsheets/graphical software tools (e.g. Excel)
Less than 5% travel (US, European & International)
If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Complaint Support Specialist I
A DAY IN THE LIFE
In this role, you will…
Evaluate, investigate, track and complete complaints through effective and established complaint handling processes
Manage complex complaints caseload to include determination of whether legal advice is required on issues relating to Regulatory or CFPB complaint
Review complaint information provided from the our client, customer service department and provide evaluation as to whether these mortgage service events constitute a complaint
Review each complaint and determine eligibility for adverse action reporting to our legal team and management team
Make decisions to resolve customer issues
Navigate and enter data on a computer platform
Support company goal for timeliness of complaint investigations and closures
Knowledge of complaint regulations and standards
Provide exceptional customer service
WHO YOU ARE
You possess …
Enjoy speaking to customers over the phone
Must have good written and oral communications skills
Must possess good problem solving skills, including handling of Regulatory and CFPB complaints.
Understanding of mortgage servicing; escrow, taxes, payment application
Desire to help your peers, your team, and all around you because you are highly driven and lead by example
Analytical ability to apply data and information to all processes and solutions
Ability to provide consistent engagement in customer and brand experience
About us …
LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.
DETAILED JOB DUTIES
Handle inbound and outbound complaints and inquiries from customers in a fast-paced environment, while maintaining established performance metrics expectations and delivering quality service to our customers
Take ownership of the Customer Experience, as well as demonstrate attributes in accordance with the LoanCare Brand Experience expectations
Utilize good judgment and understanding of the complaint process and procedures to effectively make decisions to resolve customer issues
Obtain and evaluate all relevant information to handle inquiries and complaints accurately and efficiently
Accurately track and document all communications with customers to provide a detailed history of contact
Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
Achieve monthly individual and team based targeted performance goals
Follow escalation procedures to address customer complaints requiring additional research or resources to resolve
Direct requests and unresolved issues to the designated resource
All other duties as assigned
High school diploma, general education degree or equivalent
Two (2) years of administrative assistance or paralegal experience preferred
Proficient in Microsoft Office ( Excel, Word, PowerPoint)
Excellent communication skills
Ability to work independently
Attention to detail and accuracy
Problem-solving skills and problem analysis
Basic mortgage product knowledge preferred
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.
EQUAL OPPORTUNITY POLICY
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
Overtime – Required as necessary
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking — Talking to others to convey information effectively.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing — Teaching others how to do something.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management — Managing one's own time and the time of others.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision — The ability to see details at close range (within a few feet of the observer).
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition — The ability to identify and understand the speech of another person.
Speech Clarity — The ability to speak clearly so others can understand you.
Sitting up to 95% of time
Walking up to 5% of time
Occasional standing, stooping, kneeling, crouching and reaching
EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY
LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Administers, monitors and continuously improves the product complaints process to ensure compliance with government regulations regarding complaint handling/medical device reporting requirements.
ESSENTIAL JOB FUNCTIONS:
1.Primary contact and subject matter expert for the company's product complaint handling and medical device reporting.
2.Enters product complaints into the Complaint Handling system and determines and assigns/routes the investigation to the appropriate department per internal processes.
3.Communicates with customers to assure complete and accurate complaint files, including complaint details and product information, are created.
4.Following pre-determined guidelines, decides if the investigation should be escalated/expedited based on the volatile or critical nature of the complaint and business needs.
5.Collaborates with other functions to ensure accurate, timely and complete complaint evaluation and investigation in compliance with the company's complaint handling process.
6.Acts as product complaint handling and Medical Device Reporting (MDR) subject matter expert for internal and external audits and inspections.
7.Reviews product complaint trend data to initiate Corrective and Preventative Action (CAPA) as specified in our company's procedures.
8.Investigates supplier related complaint issues by:
a. reviewing Production Quality Records (PQR) and supplied samples, performing inspections of in-house stock;
b. following up with the customer to provide samples and additional information as appropriate;
c. submitting the initial complaint information to the supplier and providing all supplied samples as applicable;
d. coordinating all requests from the supplier to the customer as needed;
e. follows up with the Supplier for root cause investigation results as appropriate.
9.Contacts customer(s), distributor(s) and 3PL(s) to have inventory checked, product placed on hold, product returned, and follow up actions completed as necessary.
10. Creates and issues Return Goods Authorization (RGA) and shipping documents to the customer, distributor and 3PL for complaint and other Quality issues per the RGA procedure.
11. Initiates and coordinates customer product replacement requests; supports the communication between Procurement and the Sales Rep when additional sourcing questions and concerns arise; assists with any follow up actions as needed.
12. Initiates credit requests to Accounting related to complaint issues and completes any follow up actions as needed.
13. Collects raw data and secondary investigation results entering them into database. This includes converting terminology and editing as appropriate.
14. Formalizes complaint investigation for entry into database to ensure appropriate level of detail and to comply with risk analysis and regulatory compliance requirements.
15. Ensures the distribution and communication of necessary product complaint information and letters as outlined by the Complaint Handling Procedures.
16. Documents production quality records, requests Device History Records (DHR), and supports the analysis of DHRs to support product complaint investigations.
17. Supports labeling regulatory reviews and approvals as needed.
18. Supports the Quality Assurance Regulatory Affairs (QARA) Non-Sterile tray compliance reviews.
19. Runs Quality score card reports as required by gathering data and utilizing company Enterprise Resource Program (ERP) system and other software systems.
SUPPLEMENTAL JOB FUNCTIONS:
1.Performs additional duties as directed.
EDUCATION & EXPERIENCE REQUIRED:
1.Bachelor's degree from four-year College or university required
2.Two or more years of related experience in Quality Assurance or one year of experience in Medical Device complaint handling required
3.Or equivalent combination of education and experience
4.One year Nursing or Medical Background is highly preferred
5.Society for Quality and/or Lean Six Sigma Certification preferred
6.Training in problem solving tools is preferred (e.g. Process Mapping, Histograms, Failure Mode Effects Analysis, Risk Assessment, Cause & Effect Diagrams, Plan-Do-Check-Act, Pareto Analysis)
KNOWLEDGE SKILLS & ABILITIES:
1.Knowledgeable in MDR (eMDR) recall requirements
2.Advanced understanding and interpretation of domestic and international complaint handling and reporting
3.Possesses problem-solving, analyzing and critical thinking ability
4.Able to organize, manage and prioritize multiple tasks in a fast-paced, stressful environment while meeting established deadlines
5.Possesses a strong work ethic and a proven ability to work independently and make decisions demonstrating good judgment
6.Demonstrates functional ability to use Microsoft Office Suite to include use of Outlook
7.Able to learn company software programs such as the ERP system
8.Adapts to a changing environment and a variety of daily tasks
9.Possesses excellent attention-to-detail
10. Has exceptional customer service / interpersonal skills and a strong ability to work cooperatively with people at all levels
11. Communicates professionally with employees, customers and vendors in person and on the telephone
12. Work well in a team environment
13. Processes and safeguards sensitive and confidential information
14. Operates standard office equipment
WORKING CONDITIONS AND ENVIRONMENTAL HAZARDS
Inside working conditions.
No environmental hazards indicated for this role.
Mobility is required to allow access to Production clean rooms and the warehouse.
Requires the ability to withstand varying temperature extremes in the warehouse and to fulfill regularly assigned duties.
Must comply with company hygiene and gowning requirements as defined in the Department Operating Procedures, 'Gowning Requirements and Basic Hygiene for Warehouse, Assembly, Clean Room and Boxing Areas'.
Must be able to withstand exposure to isopropyl alcohol used for hand cleaning.
Must be able to withstand exposure to latex.
Consumer Support Regulatory - Complaint Specialist
MCM will focus on our US business with operations in India, Costa Rica, and 35 US Sites. Here at MCM we are powered by a shared belief that exceptional people achieve more together. We are natural, instinctive and inclusive innovators.
We achieve the best outcomes through a diversity of ideas, a collaborative spirit and a passion for attaining breakthrough results. Every moment is an opportunity to make a difference: to a consumer, to a colleague, to the wider company. We think ’what’s in it for all?’, never ‘what’s in it for me?’. We aim for the exceptional and aspire to achieve more in every moment.
We know that by creating great moments for others, we provide better career opportunities and better lives for ourselves. The Role The Consumer Support Service (CSS) is looking for a Consumer Support Regulatory Complaint Specialist to join our team here in Troy, MI. This resource will support the Internal Operations with assisting the team and to partner in managing of daily operations.
The Regulatory Specialist: Track, investigate and prepare responses to consumer complaints. Oversees and makes suggestions for improvements to daily automated and manual processes.
Process administrative material and tasks.
Identify and escalate issues that may be a risk to the company. Initiate outbound calls as needed to resolve consumer concerns.
Education Required: High School Diploma Language Required: Required, English.
Bilingual a plus Experience Required: 1-2 years Customer Service and Phones experience. Proficiency with MS Office. "Good Communication Skills 2+ years in Financial Services related field System querying skills ". Applicants must be currently authorized to work in the United States on a full-time basis. Position TitleConsumer Support Regulatory - Complaint Specialist LocationMI - Troy CategoryOperations Decision Science Position StatusFull time
Initial Erts Complaint Investigator (Environmental Specialist 4)
The salary listed does not include the scheduled 3% general salary increase effective 7/1/2019.
Keeping Washington Clean and Evergreen
Protecting Washington State's environment for current and future generations is what we do every day at Ecology. We are a culture that is invested in making a difference. If you want to join a team that is highly effective, collaborative, has leadership that embraces the value of people, and believes in the fun factor, Ecology is a good fit.
The Toxics Cleanup Program (TCP) within the Department of Ecology is looking to fill an Initial ERTS Complaint Investigator (Environmental Specialist 4) position. This position will work out of our Southwest Regional Office (SWRO) in Lacey, WA.
The Initial ERTS Complaint Investigator position serves as a senior environmental section specialist, working independently under the general direction of the Unit Supervisor and Section Manager, serves as the Initial Investigator of Environmental Report Tracking System (ERTS) complaints, under the authority of the Model Toxics Control Act (MTCA), and performs Site Hazard Assessments (SHAs) of sites listed on Ecology's Confirmed and Suspected Contaminated Sites List (CSCL).
We are looking for applicants who possess excellent technical and written skills, the ability to quickly assess and evaluate environmental data, and make decisions regarding sufficiency of cleanup actions.
As an agency, our mission is to protect, preserve and enhance Washington's environment for current and future generations. We invest in our employees to create and sustain a working environment that encourages creative leadership, effective resource management, teamwork, professionalism and accountability. Maybe you've seen some of our recent stories on Twitter, Facebook, Instagram or our blog.
To learn more about our agency, please visit our website at www.ecology.wa.gov.
Local efforts... Diverse people... Statewide impacts
Accidental spills of dangerous materials and past business practices have contaminated land and water throughout the state. The Toxics Cleanup Program (TCP) works to remedy these situations, which range from cleaning up contamination from leaking underground storage tanks, to large, complex projects requiring engineering solutions. Our mission is to get and keep contaminants out of the environment.
Some of the key work activities for the Initial ERTS Complaint Investigator position include:
Independently performs Initial Investigations of Environmental Responses Tracking System complaints.
Takes a lead role in coordinating and conducting cross-program/multi-disciplinary inspections.
Provides high quality technical assistance with only occasional need for input from SWRO II/SHA Coordinator, Unit Supervisor, or Section Manager.
Reviews independent cleanup projects reports to determine if the cleanup meets the substantive requirements of the Model Toxics Control Act.
This recruitment will remain open until filled. The initial screening will be April 11, 2019.
In order to be considered for the initial screening, please submit an application, resume, and cover letter on or before April 10, 2019. The agency reserves the right to make an appointment any time after the initial screening date.
A Bachelor's degree involving a major study in environmental, physical, or one of the natural sciences, environmental planning, or other allied field AND five (5) years of professional level experience in environmental analysis or control or environmental planning.
Additional qualifying experience will substitute, year for year, for education.
A Master's degree in one of the above fields AND three (3) years of professional-level experience as described above.
A Ph.D. in one of the above fields AND two (2) years of professional-level experience as described above.
Familiarity with the MTCA cleanup regulation - WAC 173-340.
Special Requirements/Conditions of Employment:
Valid driver's license.
Successful completion of an initial 40-hour hazardous materials training within the first six-months of employment and successful completion of an annual 8-hour refresher course.
Why work for Ecology?
Joining Ecology means becoming a part of a team committed to protecting and restoring Washington State's environment.
A career in public service allows you to help solve some of the most challenging problems facing our state, while keeping the health and financial security of you and your family a priority. We combine one of the most competitive benefits packages in the nation with a strong commitment to work/life balance.
Ecology employees may be eligible for the following:
Medical/Dental/Vision for employee & dependent(s), Public Employees Retirement System (PERS), Vacation, Sick, and other Leave*, 11 Paid Holidays per year*, Public Service Loan Forgiveness, Tuition Waiver, Long Term Disability & Life Insurance, Deferred Compensation Programs, Dependent Care Assistance Program (DCAP), Flexible Spending Arrangement (FSA), Employee Assistance Program, Commute Trip Reduction Incentives, Combined Fund Drive, SmartHealth
Student debt and how working for Ecology can help
Employees may be eligible for the Public Service Loan Forgiveness (PSLF) Program, which forgives the remaining balance on your Direct Loans after you have made 120 qualifying monthly payments under a qualifying repayment plan while working full-time for a qualifying employer. See https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service for more details.
- See the Benefits tab in this announcement for more information
Please include the following documents as an attachment to your application:
- A cover letter describing how your experience, skills and abilities meet the required qualifications of this position.
- A resume outlining your professional experience.
Please complete the applicant profile when applying for this position. Or, you may paste the text of your resume within the profile's resume text field.
Please read the supplemental questions carefully and answer completely. Incomplete responses, including "please see resume" may disqualify you from further consideration.
Department of Ecology employees, please make sure to answer the agency-wide questions regarding permanent status as a classified employee within the Washington General Service or Washington Management Service. Do not forget to select Department of Ecology as a response to question 2, and type your personnel ID number for question 3. If you are not sure of your status or do not know your personnel ID number, please contact Human Resources at (360) 407-6186.
If you are reading this announcement in print format, please visit www.careers.wa.gov to access the online recruitment system. Click on "Look for Jobs" and select Dept. of Ecology under the "Department" search list. Click "Apply Search."
If you need assistance applying for this job, please call Human Resources at (360) 407-6186 or e-mail email@example.com. Please do not call this number or send an email to this address to follow-up the status of your application. You can view the latest status of your application on your profile's main page.
If you have specific questions about the position, please email Nick Acklam at: firstname.lastname@example.org. Please do not contact Nick to inquire about the status of your application.
The act of submitting application materials electronically is considered affirmation that the information is complete and truthful. The state may verify this information and any untruthful or misleading answers are cause for rejection of your application or dismissal if employed.
This position is included in the Washington Federation of State Employees (WFSE) union bargaining unit for the Department of Ecology.
The Washington State Department of Ecology is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity.
Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application/testing process or this job announcement in an alternative format may call (360) 407-6186. Applicants who are deaf or hard of hearing may call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.
Complaint Investigator II
You're passionate about where you live in the Bay Area and what you do. Now you can bring the two together. The City of Oakland, a powerful economic force in Northern California, is looking for dedicated people like you who want to see our community thrive. If you'd like to share your talents, Oakland welcomes you to consider this opportunity.
Do you have experience with complex civil and criminal investigations? Do you have passion and interest in the work involved with police accountability? The City of Oakland is currently recruiting to fill two Complaint Investigator II vacancies within the Community Police Review Agency.
Under supervision of the Community Police Review Agency's Executive Director, the incumbent investigates citizen's complaints of alleged police misconduct which are filed with the Agency; compiles and analyzes facts and data for cases; prepares investigative reports for meetings and hearings; and performs other related duties as assigned.
The ideal candidate for the position of Complaint Investigator II should:
Be able to handle a variety of different complainants respectfully;
Be able to work with minimal supervision;
Have proven ability to manage complex investigations in an unbiased manner;
Understand police rules and regulations, case law, Constitutional matters, and police practices;
Have passion and interest in the work and in the issues involved with police accountability;
Be able to interview and examine witnesses and identify discrepancies in testimony and evidence;
Have excellent written and oral communication skills to write detailed and thorough investigative reports; and
Be able to articulate findings from the investigation in a clear and concise manner.
In November 2016, the voters of Oakland approved Measure LL which created the Oakland Police Commission and Community Police Review Agency. Additional information on the Measure, Agency and the Police Commission can be found here.
Per Oakland City Charter Section 604(e)(8): No current or former sworn employee of the [Oakland Police] Department, or current official, employee or representative of an employee association representing sworn police officers, is eligible for any staff position in the [Community Police Review] Agency.
This is a public contact position. Although no current vacancies require a specific language, the eligible list may be used to fill future vacancies that may require bilingual skills.
The eligibility list established from this recruitment may be used to fill other vacancies that occur within the City including full-time and permanent part-time positions, if applicable.
- Click on the link below to see a video on what it's like to work for the City of Oakland!
Working for the City of Oakland
Examples of Duties
Provide assistance to citizens filing complaints with the Agency and provide referrals to other appropriate agencies as necessary.
Investigate complaints filed with the Agency.
Facilitate mediation of complaints as appropriate.
Analyze and compile facts and data for cases concerning police complaints.
Formulate objective recommendations based on critical analysis.
Interpret rules, laws and regulations pertaining to police conduct.
Develop, maintain, revise and provide Executive Director with the comprehensive investigative plan and case status.
Prepare a variety of complex written reports.
Attend meetings and hearings.
Make oral presentations to the City Administrator, City Council, Police Commission and community groups and others.
Consult and confer with Executive Director regarding the following: prioritization of cases for investigation; facts established in investigations; important issues that may arise in interpreting various laws; facts, trends and patterns identified through investigations; the recommended disposition and conclusion of cases.
Under the direction of the Executive Director, act as liaison between the Mayor's Office, City Administrator's Office, City Attorney's Office, Police Department and Police Commission in the acquisition and presentation of findings.
Respond to inquiries from citizens, Police Officers, Police Commission, the media and other interested parties in a timely manner.
Participate in community outreach activities and serve as a representative of the Agency to citizen groups, the police department, and other government agencies.
Identify, actively seek out, and interview complainants, witnesses, technicians, sworn police personnel, dispatchers, medical personnel and others as necessary to complete thorough investigations.
Gather pertinent evidence material to complaints.
Assess Oakland Police Department, including Internal Affairs Division records, and maintain confidentiality.
Compile and summarize information collected.
Maintain complete and accurate complaint files, conversation logs, closed files, media reports, police reports, computerized files and other related files and records.
Formulate report based on the evidence gathered.
Ensure that records are secured and confidential.
Drive to various locations to conduct interviews, research complaints, access data and information and attend meetings and hearings.
Participate in training new personnel and Commission members; make recommendations regarding training and policy changes.
Process Public Records Act requests in accordance with City policy and applicable laws, consulting and conferring with City Attorney and Executive Director as needed.
Minimum Requirements for Application
Any combination of education and experience that is equivalent to the following minimum qualifications is acceptable.
Bachelor's degree from an accredited college or university in public administration, behavioral science, political science, or a related field.
Three years of professional full-time paid experience in civil or criminal investigation or related field where the responsibility includes evidence gathering, evidence evaluation, and disposition recommendation. Complex investigative experience in the legal field or criminal law experience as a licensed attorney is highly desirable.
License or Certificate / Other
Individuals who are appointed to this position will be required to maintain a valid California Driver's License throughout the tenure of employment OR demonstrate the ability to travel to various locations in a timely manner as required in the performance of duties.
Oral and written bi-lingual skills in Spanish, Mandarin or Cantonese are highly desirable. Other languages may be added to comply with the City's Equal Access Ordinance or other relevant legislation or department needs.
Incumbents will be expected to work nights and weekends as necessary.
Per Oakland City Charter Section 604(e)(7): Must pass a thorough background investigation.
KNOWLEDGE AND ABILITIES
Principles, practices and techniques of conducting an investigation including conduct of interviews and interrogation, research and data investigation, analysis of information, and preparing thorough and objective recommendations.
Laws of arrest, search and seizure.
Legal rights of citizens.
Principles of constitutional law and Public Safety Officer's Bill of Rights.
Public relations principles including public speaking and conflict mediation techniques.
Police department administration and organization.
Administrative hearing practices.
English punctuation, syntax, language mechanics and spelling.
Principles and techniques necessary for the objective presentation of recommendations both in oral and written formats.
Basic personal computer applications including word processing, databases and spreadsheets.
Plan, organize and conduct thorough investigations of complex and sensitive matters in a timely manner.
Maintain accurate records and files.
Create comprehensive investigative operational plans.
Interview effectively and analytically.
Follow-up on discrepancies.
Corroborate evidence and leads to other evidence suggested by complaint and defense.
Use tact and diplomacy in interviewing individuals from diverse backgrounds while remaining calm and impartial during sensitive, confrontational, and stressful situations.
Compile and critically analyze information, facts, evidence and other data to evaluate testimony and analyze the credibility of the witness and the probative value of information obtained.
Apply rules and facts.
Draw conclusions and make supported recommendations.
Operate a camera to photograph complainants' injuries and the scene of the incident if necessary.
Read, comprehend, and analyze complex policies, rules, laws, reports, medical records and other pertinent documents.
Interpret information regarding the case and process in lay person's terms.
Maintain a high level of professionalism and ethical standards in approaching each case without preconceived biases.
Communicate effectively orally and in writing.
Make verbal presentations to both large and small groups.
Establish and maintain professional working relationships with employees, elected officials, boards and commissions, community groups and the general public.
Handle stressful and sensitive situations with tact and diplomacy.
Meet critical deadlines, manage time effectively and adapt quickly to changing priorities.
Work with minimal supervision and direction.
Work flexible hours as necessary including nights and weekends.
The Selection Process
Stage I: The first stage in the selection process will consist of a review of each applicant's employment application, current resume and supplemental questionnaire for minimum qualifications (weighted pass/fail). Applications submitted without all required materials will not be given further consideration.
Stage II: The second stage will consist of subject matter experts evaluating and rating the completed supplemental questionnaires. Applicant responses to the supplemental questions must demonstrate the knowledge, skills and abilities listed in the qualifications section of this announcement. The evaluation of supplemental questions may be weighted 100% of an applicant score (before residency and/or veteran points) and may determine rank on the eligible list. If a sufficient number of quality application packets are received, the supplemental screening may be followed by a third stage and the most qualified applicants will be invited to the next stage. Meeting the minimum qualifications does not guarantee advancement to Stage III.
Stage III: The third stage may consist of an oral examination that may be preceded by a brief written exercise (weighted 100%) and that will test the knowledge, skills and abilities listed in the qualifications section.
The ranked eligible list may be developed directly from the supplemental screening OR the results of Stage III. Candidates must earn a scale score of 70 in this examination process to be placed on the eligible list for employment consideration.
The City of Oakland reserves the right to modify the selection process and date of examination as necessary to conform to administrative or business necessity.
How to Apply
Apply prior to the closing time of the job announcement and allow at least two to three hours to submit your application if you are a new user on the system. APPLICATIONS ARE ACCEPTED ONLINE ONLY. You may apply and view current openings by visiting our employment opportunities webpage at: http://agency.governmentjobs.com/oaklandca/default.cfm
If you do not have access to a computer, there are computer stations available at any City of Oakland Public Library. There are also work stations at the Human Resources Management Department, 150 Frank H. Ogawa Plaza, 2nd Floor, Oakland, CA 94612. Work stations are available during regular business hours (normally 9:00 a.m. to 5:00 p.m.).
Our on-line application system is provided by NeoGov. If you have problems while applying online, please contact NeoGov's Live Applicant Support at (855) 524-5627 between 6:00 AM and 5:00 PM Pacific Time, Monday - Friday.
You may also call the City of Oakland Human Resources Management Department during regular business hours at (510) 238-3112 for information; however, we are unable to provide technical support for the online application system.
Date of Examination:
Tentatively Scheduled for mid July 2019
The City of Oakland is an EEO/ADA Employer.
Legal Assistant, Complaint Management And Customer Service
The Compliance Department is comprised of licensed attorneys and several legal assistants. The primary purpose of this department is to detect, prevent and remediate problems that might occur within the Company's operations. The Company's compliance professionals work closely with the business and the attorneys in the Corporate Legal Department to make certain that the Company is operating in accordance with all applicable laws and regulations. Employment in the Compliance Department will expose team members to all aspects of the Company's business which will help guide career growth both within and outside the Department.
About this Position: The purpose of the Legal Assistant – Complaint Management & Customer Service position is to assist customers who have submitted feedback or made inquiries to the Company through various listening posts, including the Company's Complaint Portal.
Outcomes & Activities:
Provide a high level of customer service to our customers by telephone or email. This includes:
Timely reviewing, logging, and investigating customer feedback or inquiries
Engage customers by telephone or email (where applicable) in a professional and direct manner to further assess and resolve their concern
Timely engage other departments in a professional manner by telephone or email to resolve the customer's issue
Timely escalate any compliance issues identified through the customer feedback or inquires to your supervisor
Timely assist with the Regulatory Complaint in-take process
Support other compliance-related activities as requested
Remain compliant with our policies, processes and legal guidelines
Minimum of one year of proven success in providing a high-level customer service or investigating and responding to customer complaints/inquiries
Ability to demonstrate strong problem solving skills with the ability to understand, interpret, and act on information promptly and effectively
Speak and write clearly and professionally
Ability to work efficiently so as to maximize the quantity of work performed without sacrificing the quality of your work product
Be self-driven, motivated to help, and able to perform with minimal supervision
Ability to work independently and in support of team objectives
Attendance as required by department
Work onsite at the assigned Credit Acceptance work location
- Recent experience investigating and responding to customer complaints or inquiries
Knowledge and Skills:
Strong time management and organizational skills
Strong problem solving skills with the ability to understand, interpret, and act on information promptly and effectively
Ability to identify process improvement opportunities and recommend solutions
Self-driven and motivated to help others
Able to work independently as well as part of a team
Able to handle changing priorities
Open and receptive to ongoing feedback aimed at improving performance
Communicate clearly and professionally to fellow team members, customers, consumers, and other third parties on the telephone
Company Values: To be successful in this role, Team Members need to demonstrate the characteristics of PRIDE (our Company core values) in their work:
Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment.
Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust.
Insightful: Make timely well considered decisions, create innovative solutions and continuously learn.
Direct: Communicate clearly and objectively; don't be afraid of difficult conversations. Raise concerns through the proper channels.
Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly.
Targeted Compensation: $18.38 - $24.50
Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.
Credit Acceptance is an equal opportunity employer.
Insurance Complaint Analyst 3
Analyzes and resolves complex complaints (e.g., Homeowner and auto claims; commercial, umbrella, malpractice, Life, LTC, Health, Accident, etc) in assigned line of business or insurance product (e.g., general liability; personal lines; commercial lines, Life, Health, Accident) submitted by general public regarding apparent insurance agent or company misconduct, possible insurance law violations or possible contract violations, receives inquiries and/or complaints by mail, fax, telephone, email, web, or public contact, reviews insurance contracts to understand more complex coverage concepts, researches and analyzes consumer complaints and documents information and evidence received from complainants, companies, and agents to determine validity of complaints, reviews evidence received from parties involved to determine necessary action, interviews complainants, insurance company adjusters or other parties involved in insurance disputes and obtains such, identifies possible violations of insurance laws and refers to appropriate unit/division within Ohio Department of Insurance or external offices, develops persuasive arguments to present to insurance company representatives and provides guidance to lower-level insurance complaint analysts.
Summarizes case and prepares case for resolution by composing appropriate correspondence to complainant; formulates creative approaches to complaint; resolution; responds to consumer's inquiries regarding insurance issues and general questions; provides consumers with insurance information and educational materials; provides alternative resources to better service needs and explanation of rules and regulations; attends meetings and training seminars; presents speeches and programs regarding insurance issues; reviews trade publication to keep abreast of new developments in insurance practices; provides verbal and written recommendations to supervisor regarding needed departmental policy changes; consults with and assists in formulating recommendations for legislative changes; participates as a task force member when requested; assists in training lower-level insurance complaint analysts; assists in criminal prosecution by interacting with law enforcement officers when appropriate; appears as witness in judicial hearings.
Prepares correspondence; maintains records of investigations and prepares appropriate reports on timely basis; operates personal computer to produce/generate reports and/or other materials as needed.
Other duties as assigned.
Completion of undergraduate core program in insurance or business; 48 mos. exp. in insurance field (i.e., regulatory or industry) working with insureds or insurance contracts pertinent to assigned line of business (e.g., health; life; annuities; personal lines; managed care; commercial lines), 6 mos. exp. or 6 mos. trg. in operation of personal computer or mainframe computer; 4 courses in mathematics.
Or 6 courses in insurance; 54 mos. exp. in insurance field (i.e., regulatory or industry) working with insureds or insurance contracts pertinent to assigned line of business (e.g., health; life; annuities; personal lines; managed care; commercial lines); 6 mos. exp. or 6 mos. trg. in operation of personal computer or mainframe computer; 4 courses in mathematics.
Or 72 mos. exp. in insurance field (i.e., regulatory or industry) working with insureds or insurance contracts pertinent to assigned line of business (e.g., health, life, annuities, personal lines, managed care; commercial lines); 24 mos. exp. or 24 mos. trg. in operation of personal computer or mainframe computer; 4 courses in mathematics.
Or 24 mos. exp. as Insurance Complaint Analyst 2, 67232.
Or equivalent of Minimum Class Qualifications For Employment noted above.
Complaint Resolution Manager - Owensboro, KY
The Complaint Resolution Manager will lead a team of up to 50 exempt and non-exempt employees in our Customer Advocacy and Complaints group. Additional responsibilities include the following:
Manages the Case Investigations and Resolutions of complaints in Customer Advocacy, which includes interfacing with business lines, legal, compliance and risk.
Handles process improvement, automation, investigations, analysis, compliance and legal review.
Establishes and administers policies and procedures to ensure compliance with various regulatory, investor, government and corporate requirements.
Hires, trains, motivates, and directs the activities of complaint personnel to ensure procedures are properly and efficiently carried out.
Plans, develops, implements and controls assigned organization and budget functions.
Must be willing to complete additional training as necessary.
Must be willing to travel as needed to other sites.
A Bachelor's degree, or equivalent work experience
10 or more years of experience in mortgage servicing or operations activities
Five or more years of supervisory/management experience
Considerable knowledge of all aspects of mortgage or consumer servicing, or operational policies and practices
Strong analytical and decision-making skills
Good organizational and project management skills
Excellent interpersonal, verbal and written communication skills
Well-developed knowledge of human resources functions
Ability to manage multiple tasks/projects and deadlines simultaneously
Extensive experience in analysis, evaluation, process improvement, implementations and project management
Experience dealing with technology implementations/conversions
Ability to manage multiple tasks/projects and deadlines simultaneously
Advanced ability to delegate
Well-developed control governance skills
Experience in OCC and CFPB audits
Full understanding of Agile methods and Team huddles
Completely Customer Obsessed
Part Time Customer Service Clerk
This is a part time position. Primary responsibility is to Take Excellent Care Of Our Customers by satisfying each customer's needs, exceeding their expectations, and making every shopping visit a pleasant and satisfying experience. This requires accurately and efficiently operating the cash register, providing various services at the customer service counter, and maintaining security and control of all funds in the cash register.
Perform duties of floor monitor when one is not assigned to be on-duty. May be assigned to be the on-duty floor monitor. Perform the duties of cashier and bagger when appropriate.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associates must be at least 16 years of age.
PERSONAL SKILLS. Excellent communication and interpersonal skills. Willingness to participate in and successfully complete required training and to work with the team to increase customer satisfaction and sales.
LANGUAGE SKILLS. Ability to read and comprehend simple instructions, short correspondence, and memos [in English]. Ability to write simple correspondence [in English]. Ability to effectively present information in one-on-one and small group situations to customers, vendors, and other associates of the organization who only speak English.
MATHEMATICAL SKILLS. Ability to add and subtract two digit numbers and to calculate a discount % amount. Ability to perform these operations using units of American currency.
REASONING ABILITY. Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
CERTIFICATES, LICENSES, TRAINING. Complete Company's training including but not limited to: new hire orientation, customer service network, safety, customer service clerk technical skills, floor monitor technical skills.
PHYSICAL DEMANDS. The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to stand; walk; use hands to
finger, handle, or feel; reach with hands and arms; talk or hear; and smell. The individual is occasionally required to climb or balance and stoop, kneel, or crouch.
The individual must regularly lift and/or move up to 25 pounds and reach from 6 to 48 inches, and occasionally lift and/or move up to 40 pounds and reach from 6 to 72 inches. Specific vision abilities required by this job include close vision, and color and depth perception.
WORK ENVIRONMENT. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is occasionally exposed to wet and/or humid
conditions and moving mechanical parts. The individual is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and extreme cold. The noise level in the work environment is usually moderate.
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