Complaint-Grievance Client Care Specialist-QA535209

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

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 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:

Bachelors 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.

Required Experience:

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 re...

JOB SUMMARY:

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:

Bachelors 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.

Required Experience:

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

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About Company

ICL

ICL is a global specialty minerals and chemicals company operating potash, bromine and phosphate mineral value chains in a unique, integrated business model. The Company employs approximately 11,000 employees worldwide and operates 49 plants in 15 countries worldwide. ICL extracts raw ... View more

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