<p>JOB SUMMARY:</p> <p>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.</p> <p>ESSENTIAL JOB FUNCTIONS:</p> <ul> <li>Investigate and resolve complaints: Research/continually check for client complaints received through various channels (phone, email, website) and provide timely resolutions. </li><li>Communicate with clients: Directly communicate with clients to gather information, provide acknowledgements/updates, and explain resolutions (potentially in writing) with professionalism and empathy. </li><li>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. </li><li>Collaborate with internal teams: Work with other departments/program staff to address complex issues and implement process improvements. </li><li>Report and recommendation: Provide feedback and reports to management on customer concerns, including recommendations for preventive or corrective actions. </li><li>Ensure compliance: Make sure all complaint handling is in line with agency policies/ procedures and regulatory guidelines. </li><li>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. </li><li>Reporting: Prepare and submit reports to regulatory bodies as required. Maintain a high level of confidentiality and professionalism. </li></ul> <p>ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:</p> <ul> <li>Committed to the active promotion of ICL values and goals. </li><li>Strong problem-solving and conflict-resolution skills </li><li>High attention to detail </li><li>Accurate documentation and adherence to policies/regulations. </li><li>Thriving in fast-paced environments and handling high-pressure situations. </li><li>Deep understanding of relevant programs, policies, and requirements. </li><li>Familiarity with MS SharePoint and Excel software. </li></ul> <p>QUALIFICATIONS AND EXPERIENCE:</p> <p>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.</p>