Complaint-Grievance Client Care Specialist-QA535209

2 weeks ago

New York, New York, United States ICL Full time

JOB SUMMARY:

The Complaint/Grievance and Client Care Specialist investigate and resolves client complaints by researching issues, communicating with clients, and collaborating with internal/external stakeholders. Key duties include documenting/logging all complaints, analyzing data to identify trends, recommending improvements, and ensuring timely and resolution. This role requires strong problem-solving, communication, and attention to detail skills. The Complaint/Grievance and Client Care Specialist is an advocate for clients, working to resolve issues and improve overall satisfaction while safeguarding the integrity and efficiency of the agency.

ESSENTIAL JOB FUNCTIONS:

  • Investigate and resolve complaints: Research/continually check for client complaints received through various channels (phone, email, website) and provide timely resolutions.
  • Communicate with clients: Directly communicate with clients to gather information, provide acknowledgements/updates, and explain resolutions (potentially in writing) with professionalism and empathy.
  • Document and analyze the data: Maintain accurate records of all complaints, resolutions, and follow-up actions. Analyze complaint data to identify trends, root causes, and potential problem areas.
  • Collaborate with internal teams: Work with other departments/program staff to address complex issues and implement process improvements.
  • Report and recommendation: Provide feedback and reports to management on customer concerns, including recommendations for preventive or corrective actions.
  • Ensure compliance: Make sure all complaint handling is in line with agency policies/ procedures and regulatory guidelines. 
  • Education of staff: Promote the fact that complaint handling is a centralized process that demand issues be reported and program staff response for information requests timely.
  • Reporting: Prepare and submit reports to regulatory bodies as required. Maintain a high level of confidentiality and professionalism.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

  • Committed to the active promotion of ICL values and goals.
  • Strong problem-solving and conflict-resolution skills
  • High attention to detail
  • Accurate documentation and adherence to policies/regulations.
  • Thriving in fast-paced environments and handling high-pressure situations. 
  • Deep understanding of relevant programs, policies, and requirements.
  • Familiarity with MS SharePoint and Excel software.

QUALIFICATIONS AND EXPERIENCE:

Bachelor's degree preferred; High School diploma or GED plus 2 years in call centers, customer service, or admin support. Complaint handling or related field certifications are a plus.

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